April 04, 2017 @ 01:15 PM

April 04, 2017 @ 01:15 PM

K. J. Somaiya Institute of Management Studies and Research, Mumbai

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What's measured improves

Some of B schools and even new IIMs have replaced GD with WAT hence, Written Ability Test has also become a tool to test MBA aspirant on assessing overall communication skills and personality, so it is also equally important and crucial component of MBA admission process.
 
Read WAT topic:  What's measured improves
 
Peter F Drucker, famed management consultant, once said, “What’s measured improves”. It is true that you can only make adjustments and improvements to things that can be measured. This is the reason why many things in life are quantified. For example, customer service is something that is not tangible. 
 
Hence, it is difficult to measure it. However, to enhance customer service, you need measurable factors such as the time taken for a customer care executive to address consumers’ issues and the number of queries answered by a customer care executive in a day. This is how organizations enhance customer service even though it is something that cannot be measured directly.
 
Many organizations follow the approach – goals, methods and metrics. For example, if the goal of an organization is to increase sales, employees of that organization first determine the method to achieve it and then decide on a quantifiable way to measure progress. 
 
Peter F Drucker’s saying is not just limited to organizations; it is applicable to individuals too. If you want to find out if you are successful, you have to define success and track it. Success itself is not tangible and cannot be measured; so, you would have to come up with a clearly established metric for success such as your income and the number of promotions in the last few years. 
 
Thomas Spencer Monson, an American religious leader and author, was absolutely right when he said, “When performance is measured, performance improves. When performance is measured and reported back, the rate of improvement accelerates”. It is true that one can only improve things which he can measure. 
 
This is the reason why we are constantly defining success and setting tangible and measurable goals in our lives. Without clear objectives and goals, we are stuck in the constant state of guessing, which leads us nowhere. 
 
 
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