Author: Dr. Dana

If you work in the government, you may have noticed an increase in the focus on customer service goals. What you may not have realized is this is in part due to customer service as a focus area in the President’s Management Agenda (PMA). As these goals begin to be implemented, I encourage you to think broader in your goal setting. To think about how to foster a customer orientation with underpinnings of both service and value to the customer. If you are unfamiliar with customer service goals, it may seem a matter of semantics to differentiate between customer...

Goal setting is effective. But, there’s a risk in goal setting. The risk is, you may reach your goal but not get what you want. In fact, sometime our goal setting is so effective we actually worsen the original situation within unintended consequences. What the heck gibberish is that? You might reach your goal…but not get what you want? Let me explain. Unintended consequences of goals It’s a commonly known fact that you get what you measure. This is because goals focus effort and stimulate motivation. Less commonly known is that goals do not always result in the outcomes...