Value is in the Eyes of the Beholder: Timeliness

In my last post, I introduced six Key Value Factors that I consider to be drivers of high service value perception:

• Timeliness
• Efficiency
• Effectiveness
• Responsiveness
• Quality
• Integrity

In this post, I will expand upon the first factor: Timeliness.  I will do so by defining what it means and discussing what it entails.  While the focus of this post is based on my experience and approach at Remote DBA Experts, these factors are universal and thus applicable in multiple individual and business contexts.  Many companies include several of these factors, if not all of them, in performance management systems.  In companies that apply the internal customer concept, these factors are used to rate intra-customer relations and performance.  Regardless of context, framing your individual or business performance strategy around these factors is smart.  Being timely, efficient, effective, responsive, and delivering quality output with high integrity will score big on anyone’s value scorecard.  That is why these six factors are so universal and thus powerful value drivers!

One final point before delving into timeliness, keep in mind an important point I am trying to make with the title of this blog post series:  Value is in the Eyes of the Beholder.  This means that the ultimate meaning of each of the Key Value Factors is determined by the recipient of the output based upon the results of a complex mental process. They consider what they expected to get versus what they perceived getting according to a ranked set of the factors.  I said it was complex!  Furthermore, conditions and circumstances change and affect priorities and perception accordingly.  This is why individuals and service providers must continually improve what they do.  We are as good as our last service.  What was good last time may be perceived as mediocre next time.  You have to keep getting better and better!!!

What is Timeliness?

Simply speaking, timeliness means the state of being timely.  However, for the purpose of value perception, being timely is not good enough, you must be timely within a range of expectations and applicable in several contexts.

What does being timely entail?

The quick and smart answer is to ask your customers.  However, since this is a post and I am supposed to write something, please indulge me.  Let me give you some of my thoughts on timeliness.  Nevertheless, no matter what I say, timeliness will always be in the eyes of the beholder.  Their value system, conditions and circumstances will dictate the meaning and value they assign to this factor.  Generally, timeliness is high on most people’s list of value factors.  And most of us have a range of tolerance for this factor.  When we are under the gun or in a hurry for whatever reason, our sensitivity to timeliness is heightened.  Some of us are in-time and others are through-time types.  If we are always late or behind, we are through-time types and are typically less sensitive to lateness than the in-time types who are always punctual.  Timeliness involves many contexts:

• Arriving, leaving, starting, and/or ending meetings or events
• Asking timely questions and making timely comments
• Making timely requests
• Delivering in a timely fashion

Timeliness perception also involves three key dimensions:

1.       Frequency

2.       Magnitude

3.       Importance

Frequency involves how often you perform within the expectation ranges for timely delivery in different contexts.  If you arrive late once in a blue moon and you have built a good timeliness reputation, it may not be as bad as if you are often late.

Magnitude involves how far outside the tolerance range each performance falls.    If you arrive one hour late, it may have a different effect than if you arrive five minutes late.  Arriving one hour before may also result in perception issues in some situations and contexts.

Importance involves the impact of your timeliness.  Arriving late to meet a CEO may have a bigger impact than being late to other meetings.  Delivering a critical document late will have a bigger impact that delivering FYI-type information.

You must take these three dimensions into account when devising your timeliness strategy.  High value perception from this and all Value Factors requires careful expectation management.  That means you need to carefully uncover and set expectations.  Make sure you have a good understanding of all the dimensional aspects for all contexts under which your timeliness value perception will be based.  This is a never ending process. Conditions, circumstances, and contexts are always changing.  Also, the bar is always rising.  Once you perform at a certain level, expectations are reset.  Others also influence perception.  Competitors, peers, etc. also influence expectations.  To reach and maintain a high value perception, you have to remain on your tiptoes ready to move and get better and better, if you want to survive.

The BEST is Yet to Come!

Epi Torres, CEO