Objective achievement management

1. A method to manage achieving a business objective, comprising:

collecting data related to the business objective;

identifying one or more drivers related to the business objective;

calculating, using a computer, a gap percentage for each driver for one or more satisfaction levels as a difference between a baseline performance and a goal for the business objective; and

converting, using a point per relationship method, the gap percentage for each driver to a quantity of gap points that represent a population of interest comprising a number of relationships, wherein the gap points are based on the number of relationships per gap;

determining a total number of relationships that need to be moved from a first satisfaction level to a second satisfaction level to achieve the business objective, wherein the determining comprises:

multiplying the gap points for each driver by an impact percentage associated with the driver to determine a number of relationships that need to be moved from the first satisfaction level to the second satisfaction level, wherein the impact percentage associated with each driver is based on how each driver contributes to each respective satisfaction level; and

summing the number of relationships that need to be moved from the first satisfaction level to the second satisfaction level for each driver to determine the total number of relationships that need to be moved; and

planning initiatives to achieve the business objective based on the number of relationships that need to be moved.

2. The method of claim 1 , further comprising analyzing the data to differentiate potential customer actions based on customer responses to a survey.

3. The method of claim 1 , further comprising analyzing the data to differentiate a customer's propensity to purchase, recommend and close a relationship based on a customer level of satisfaction.

4. The method of claim 1 , wherein identifying one or more drivers comprises determining the set of drivers based on a Kano model.

5. The method of claim 1 , further comprising forming a predictive impact model based on improved performance of the set drivers.

6. The method of claim 1 , further comprising determining a set of sub-level drivers related to each driver.

7. The method of claim 6 , further comprising associating a portion of the quantity of gap points for each driver attributable to each sub-level driver to each sub-level driver.

8. The method of claim 7 , wherein associating a portion of the quantity of gap points attributable to each sub-level driver comprises performing a Pareto analysis using a point per relationship method.

9. The method of claim 8 , further comprising forming a predictive impact model based on improved performance of the set of sub-drivers.

10. The method of claim 1 , further comprising:

identifying any improvements to each driver; and

implementing projects related to each improvement.

11. The method of claim 10 , further comprising estimating a benefit of each project using a predictive impact calculator.

12. The method of claim 10 , further comprising measuring a gap closure to determine any benefits.

13. The method of claim 1 , further comprising defining the business objective as moving a selected percentage of customers from at least one level of satisfaction to another level of satisfaction.

14. The method of claim 1 , wherein the drivers define a set of drivers for a financial institution and include at least one of deposit accounts, checking, credit card service, banking center, mortgage service, and problem resolution.

15. The method of claim 1 ,

wherein the business objective comprises managing a satisfaction level of customers with a company,

wherein the relationships comprises relationships with the customers of the company such that each relationship corresponds to one of the customers of the company,

wherein the moving the number of relationships from a first satisfaction level to a second satisfaction level comprises moving a number of customers from one level of satisfaction to a higher level of satisfaction;

wherein the converting the gap percentage for each driver to a quantity of gap points comprises determining a number of relationships to be moved from the one level of satisfaction to the higher level of satisfaction by multiplying a population that makes up the gap by each percentage associated with drivers of delight so that each driver of delight has a population.

16. The method of claim 1 , wherein the set of drivers comprises at least one of customer service, deposit accounts, checking, credit card, banking center, mortgage, costs or returns versus compensation, and problem resolution.

17. The method of claim 1 , wherein the population of interest is customers of the business.

18. The method of claim 1 , wherein the population of interest is employees of the business.

19. A method to manage achieving a business objective, comprising:

collecting data related to the business objective;

identifying one or more drivers related to the business objective;

calculating, using a computer, a gap percentage for each driver for one or more satisfaction levels as a difference between a baseline performance and a goal for the business objective; and

converting, using a point per relationship method, the gap percentage for each driver to a quantity of gap points that represent a population of interest comprising a number of relationships, wherein the gap points are based on the number of relationships per gap;

determining a total number of relationships that need to be moved from a first satisfaction level to a second satisfaction level to achieve the business objective, wherein the determining comprises:

multiplying the gap points for each driver by an impact percentage associated with the driver to determine a number of relationships that need to be moved from the first satisfaction level to the second satisfaction level, wherein the impact percentage associated with each driver is based on how each driver contributes to each respective satisfaction level; and

summing the number of relationships that need to be moved from the first satisfaction level to the second satisfaction level for each driver to determine the total number of relationships that need to be moved;

identifying a set of sub-level drivers related to each driver;

associating a portion of the quantity of gap points for each driver attributable to each sub-level driver to each sub-level driver;

identifying any improvements to close the portion of the quantity of gap points attributable to each sub-level driver; and

planning initiatives based at least in part on the identified improvements to achieve the business objective based on the number of relationships that need to be moved.

20. The method of claim 19 , further comprising:

defining a project to implement each improvement;

estimating a benefit or lift toward the goal for each project that the selected improvements will make based on the point per relationship method;

selecting projects for a portfolio offering greatest benefit for cost;

executing selected projects; and

measuring benefits of each selected project toward achieving the goal.

21. The method of claim 19 , further comprising analyzing the data to differentiate potential customer actions based on customer responses to a survey.

22. The method of claim 19 , the identifying the set of drivers and the set of sub-drivers comprises using a Kano model.

23. The method of claim 19 , further comprising forming a predictive impact model based on improved performance of the set of sub-drivers.

24. A system to manage achieving a business objective, comprising:

a computer processor;

an interface for collecting data related to the business objective;

a module for identifying one or more drivers related to the business objective;

a module for calculating a gap percentage for each driver for one or more satisfaction levels as a difference between a baseline performance and a goal for the business objective; and

a module for converting, using a point per relationship method, the gap percentage for each driver to a quantity of gap points that represent a population of interest comprising a number of relationships, wherein the gap points are based on the number of relationships per gap; and

a module for determining a total number of relationships that need to be moved from a first satisfaction level to a second satisfaction level to achieve the business objective, wherein the determining comprises:

a module for multiplying the gap points for each driver by an impact percentage associated with the driver to determine a number of relationships that need to be moved from the first satisfaction level to the second satisfaction level, wherein the impact percentage associated with each driver is based on how each driver contributes to each respective satisfaction level; and

a module for summing the number of relationships that need to be moved from the first satisfaction level to the second satisfaction level for each driver to determine the total number of relationships that need to be moved.

25. The system of claim 24 , wherein the baseline comprises a percentage of customers associated with one or more satisfaction levels for the business.

26. The system of claim 24 , wherein the module for identifying one or more drivers comprises a module for determining the one or more drivers based on a Kano model.

27. The system of claim 24 , further comprising a module for determining one or more sub-level drivers related to each driver.

28. The system of claim 27 , further comprising associating a portion of the quantity of gap points for each driver attributable to each sub-level driver to each sub-level driver.

29. The system of claim 24 ,

wherein the business objective comprises managing a satisfaction level of customers with a company,

wherein the relationships comprises relationships with the customers of the company such that each relationship corresponds to one of the customers of the company,

wherein the moving the number of relationships from a first satisfaction level to a second satisfaction level comprises moving a number of customers from one level of satisfaction to a higher level of satisfaction;

wherein the converting the gap percentage for each driver to a quantity of gap points comprises determining a number of relationships to be moved from the one level of satisfaction to the higher level of satisfaction by multiplying a population that makes up the gap by each percentage associated with drivers of delight so that each driver of delight has a population.

30. The system of claim 24 , wherein the interface for collecting data comprises a module for deploying a survey to gather information regarding the one or more drivers.