The Metric process is normally engaged following a routine diagnostic from which priorities are established and strategies formulated. The Metric allows the client to know that the strategy is correct and that desired results are on track. Metrics are an insurance policy that a selected strategy is doing what it is expected to do - increase capacity to the organization greater than what it will cost to gain that capacity. The selection of a periodic metric regimen is a safeguard that the client or client organization will be able to protect remediation resources from engaging in a faulty strategy that will not yield desired or acceptable results and not being able to detect this fault until it is too late. The selection of a Metric Template is an important decision.

1. Review-of-Options Meeting. Three Metric options are available:

These three potential metric templates may all be used in combination or any one may be used independently. It is recommended that selected original members of the Data Collection Team be asked to participate in Template Selection when possible.

2. Decision. The final authority for this decision is normally the client unless it is delegated to another individual or a team. Once that decision has been clearly articulated, progress can be readily made.

One meeting of 1.5 to 2 hours duration is likely sufficient to select a Template or Template combination to serve the needs of the client organization. This will be completed with an QWLC professional and one or more members of the client organization.

Timeline: Schedules permitting, and when Metrics are included in the contract, this activity is completed following the Analysis, Synthesis, and Report Development of the Diagnostic Series Map (Step 5). This step may be completed concurrently with Steps 2 and 3 below.

"Mystery employees" normally complete metrics. Typically, if members of the Metric group are known the reliability of the resulting data is questionable even though it may be statistically valid. Normally about 10% of the organization will be required for this purpose from among a predominantly non-supervisory and non-management pool. These "mystery employees" represent an employee population sample and will be asked to complete a thoughtful periodic process during which they reconcile observable behavior in the organization with specific diagnostic items. This enables those responsible and accountable for change to recognize if predicted change is actually happening. Any or all of three options can be used to identify those who are asked to complete Metric instruments:

1. Initial Diagnostic Package Declaration. When the initial survey is completed, the respondents can be asked to volunteer if they would be willing to serve on a Metric Team. This does not mean they will serve, but will be used to contact sufficient people to obtain a reliable respondent group. Normally, this is a difficult option to pursue on the first (baseline) data collection effort as the explanation may be confusing. See the Diagnostic Series Map, Step 2.

2. Data Fair Declaration. Following an open explanation at a Data Fair, potential respondents can be recruited at this time. See Diagnostic Series Map, Step 6.

3. Independent and Blind Invitation with Response to ODI. The client can correspond with members of the organization asking them to participate and make their willingness known directly to ODI. This is a preferred method. Members of the Data Collection Team and well as others may also be used to recruit members on an ongoing basis.

Timeline: Schedules permitting, and when Metrics are included in the contract, this activity is completed following the Analysis, Synthesis, and Report Development of the Diagnostic Series Map (Step 5). This step may be completed concurrently with Steps 1 above and 3 below.

The use of Metrics to validate or adjust change strategies is relatively new. Members of the Metric Team will likely never meet each other. Instructions must therefore be clear and complete. The team members must be responsive to those who have an "ax" to grind with the organization leadership. It is an important task, not to be taken lightly. A Team of individuals, normally extracted from the Data Collection Team and augmented as needed create (or recreate) the Metric Instrument Package based on the selected Template. Individuals selected to create the Metric instrument based on the predefined Template (Step 1) will do so using a collaborative process taking approximately 2 to three hours depending on the number of Templates selected.

1. Engage Template(s). Determine which of the Template options will be used. It is recommended to use different respondent groups if more than one Template is selected.

2. Template A - Select Items. CapacityWare™ will require one item in each UHS Category, but two or three are recommended. It is important that low-scoring items be chosen carefully and that the organization plans to make potential changes in those items, otherwise results will be unreliable.

3. Template B - Prepare Element Improvement Reports. Each of the ten UHS elements will require a short description of improvements made in that category. Respondents will be expected to react to these reports of improvements. Were improvements observed? Were they the right things to be working on, given other possible priorities?

4. Cover Letter and Instructions. The cover letter and instructions will come from QWLC following a baton pass communication from the client organization.

5. Periodic Feedback. Each Metric distribution may also include the response profile from the previous Metric. This allows individual respondents to track their own results. This will insure that scores increase, as perceptions become more positive.

Timeline: Schedules permitting, and when Metrics are included in the contract, this activity is completed following the Analysis, Synthesis, and Report Development of the Diagnostic Series Map (Step 5). This step may be completed concurrently with Steps 1 and 2 above.

D. Metric Package Reproduction and Distribution. QWLC will finalize and reproduce the package. Depending on sample size and selected media, QWLC will prepare and distribute the Metric Instrument Packages.

1. Finalize Package. Once the package is finalized internal baton passing communications must be coordinated, and the client must be informed of the package contents before it is released.

2. Reproduce. All reproduction is done internally at QWLC to assure complete confidentiality.

3. Make Available. When requested and feasible, QWLC has the capability to place Metric Packages on the Internet behind a password to protect access to only those who are asked to respond. This option decreases the amount of time it will take to collect and compile results.

4. Distribute. Normally, distribution includes hard copy and a Business Reply Envelop for returns directly to ODI. Packages are sent to whatever address the Metric respondent desires.

Timeline: Schedules permitting, the distribution activity is completed within two weeks of a completed organizational feedback when a contractual agreement exists in the initial contract. Schedules permitting, Metric Package collection is completed within two weeks of distribution. Variables include the selection of the means of distribution, collection, and the period given respondents to complete the Metric Package.

E. Receipt and Input of Metric Data.

QWLC receives, sorts, inputs data by professional staff. In some cases, reminders are sent out to increase validity of Metric results if an insufficient number of returns are received. The returns may be sanitized to remove any inappropriate language before reports are generated.

1. Receive. Metric results are received in a variety of formats (Internet and US Mail being the most common).

2. Sort. Returns are sorted to assure Metrics are posted to the client organization and that the most appropriate QWLC professional is responsible for all data input

3. Input. All input is completed manually. This is the only method used at QWLC and it is designed to assure a comprehensive understanding of the data and the meaning behind it. Members of the team assigned to the client organization complete input. Critical information is channeled to senior team members during the sorting process and input by them to assure deep first-hand understanding of the data and what it means. If any information is received that demands immediate attention QWLC staff will call upon an identified individual in the client organization in order to prompt appropriate action.

Timeline: Schedules permitting, data entry and validation is completed within two weeks of distribution. Variables include the volume of respondent data - both quantity of respondents and level of narrative response.

QWLC professionals review, analyze, and synthesize the metric results to determine implications and propose alternative courses of action. Appropriate written reports are generated and made ready for distribution to the organization based on predetermined criteria established in the contract.

1. Review Results (analyze, synthesize). Special reports are available through CapacityWare™ that aid in finding the rich and deep content required to understand what the data means and develop appropriate and reliable remediation strategies.

2. Create Metric Report. The final Metric Report is prepared by those on the QWLC consulting team who will deliver the results. A senior QWLC consultant assures that the highest quality product is produced and delivered.

Timeline: Schedules permitting, report creation is completed within one week of Metric instruments. Variables include a client-requested extension of the response period.

G. Delivery of Metric Report and Consultation. One or more QWLC professionals will deliver the report to the client organization, assist the client and others in understanding the implications of the data, and clearly articulate recommended strategies for remediative actions.

1. Deliver Report. An appointment is set for the delivery of the Metric Report to the Client organization. The Report is delivered in the appropriate quantity to meet the needs of the organization as specified in the contract.

2. Consult Concerning Report. As the Report is delivered, questions regarding the recommendations may arise. Conditions may have shifted or the scope of implementation may be beyond the ability of the organization to respond. The consulting team will continue to provide supporting recommendations so that the client organization can make continuous progress toward established goals within their current means.

The delivery meeting will likely last one hour and include suggestions for continued remediative actions.

Timeline: Schedules permitting, delivery and consultation is completed within one week of creating the Metric Report.

If the Metric trends are appropriately tracking improvements in the organization capacity, the process may be repeated as long as it adds value. I t may, however, reach a point were the value of continuing Metrics is questionable, in which case Metrics may be concluded.

1. Repeat. Repeating the process simply shifts the process to Step 1 (above) again.

2. Conclude Metric Process. Conclusion requires that QWLC notify participants that the regimen has concluded and provides any appropriate amplifying remarks.

Following the process, participants engage in a clinic routine designed to discover improvements so that the process becomes more and more effective with use. Improvements are documented and incorporated in the next iteration of use.

1. Evaluate. Feedback is normally sought both in writing and verbally. Results are often discussed openly with the Consulting Team in question augmented by invitation by one or two members of the client organization who have been active supporters and/or critics of the process. The Evaluation session is likely to last for several hours. As a result of the session, additional work may be required of the QWLC Consulting Team to document potential changes and initiate literature modifications if needed.

2. Closure. Conclude the Metric evaluation by updating Technology wherever appropriate.

3. Shift Series. Initiate appropriate Series Maps and an extension of needed services to the client organization.

Timeline: Schedules permitting, process evaluation is completed within two weeks of the decision to conclude the Metric regimen.