In my June 2014 Editor’s Comments, I made reference to ISO 37120:2014, a recently released standard designed to provide detailed insight into a city’s performance of its duties through the establishment of a set of performance indicators allowing municipal officials to measure their delivery of services, particularly as they relate to a citizen’s quality of life.
What intrigues me the most about this ISO is that it seeks to break down the barriers among silos that have become institutionalized within many governmental organizations, often obscuring their common purpose.
As I stated in the editorial, Axiomatic within the ISO compliance process is the well-worn adage, you can’t manage what you can’t measure, and similarly you can’t measure what you can’t track, adding that unless you have the absolute commitment of those with the power to hire and fire—the city council and mayor, in most cases—you can manage, measure, and track until the cows come home without achieving diddly squat.
Because its ink has yet to dry, I don’t imagine that many have had an opportunity to investigate ISO 37120:2014, but I wonder how important the subject of standards is to your organization. To that end I would implore you to take a quick—word of honor, it will take fewer than five seconds to complete—anonymous SURVEY.