How efficient are cascading metrics?

Cascading metrics solve the problem of communicating a well-balanced scorecard to your entire company. Even if the scorecard your organization has created is innovative in nature, getting it across to the rest of the people in all departments and sections will be challenging.

Studies show that many companies around the world contribute to their success because everyone in the company knows and understands the objectives and goals. It is really important that everyone in your company knows and understands the goals and objectives of the company so that they know how to act to achieve them. This will help promote cohesion in any organization. It would be a bad way if most of your employees do not know the purpose of the company. The obvious solution is to have each of your people study and understand the goals of the company. The above mentioned metrics solve this problem. This type of metric system is very helpful in grooming lower-level employees all the way to the boss. They will read the exact same metrics with a slight change in perspective.

Let’s take a look at a BPO company. The lowest-level employee on your list would be the agent. To rate your performance, he or she will look at certain metrics and key performance indicators that measure your ability to handle a call. The next in line would be the team leaders. They would be looking at the metrics for each team member and averaging them to get the average metrics for the entire team. Next would be the account manager, who will look at the scorecards for each team in order to create a scorecard for the entire account. The last one would be the site manager. Basically, this admin will keep analyzing the metrics for each account. But in the end, the site manager will create a scorecard that reflects the performance of the entire site.

The cascading of these metrics is done in tiers. It is basically the same with the look of a pyramid, but the difference is that the levels do not necessarily reflect the organization chart. Some levels are based on the degree of payment. For the sake of understanding the concept of cascading dashboards, we will consider the levels and org charts exactly the same. Level 1 would be the first to show up and be understood about the metrics. After that, we move on to the next line of business, which we will call level 2. Then there would be level 3 and so on until everyone in the entire organization is on top of the metrics.

The tricky part about cascading dashboards is that it needs to be translated for the next level to understand. You must do this and keep the entire organization aligned with the goals and objectives of the company at the same time. There is definitely a lot of work to be done. The good news is that cascading metrics can really help you and your organization.