I was relating back to my experiences as student over the years and began to think about those instructors that had the most impact on my life, or that I had fond memories about. Interestingly enough, it’s those that had high EQ. I’m not use about the technical skills, since as the student it’s hard for me to measure, though the soft skills are readily apparent. I we expect good feedback, and customer satisfaction; we need to assure this skill is present.

I like to ask the question (what's in it for me? WIFM) and within the retention value stream there are multiple customers and suppliers that each have an interest in the outcome. I would suggest we define each group and try to understand what quality and delivery requirements each has and from their develop objective measures to measure our performance relative to those customer / supplier expectations. This might be a good starting point with regard to how we go foreward.