First Hundred Days
A new leader's inherited problems, chosen priorities and a confirmed before-and-after on day 100.
The job
Freezes what customers said on a new leader's first day, lets the leader choose which problems to own, and gives the board a confirmed before-and-after on day 100 and every quarter after.
The moment
What customers said on a new leader's first day is frozen as a record. On day 100, the leader gets a letter comparing then and now.
It opens with a citizen's words from day one, "three visits and still no licence", beside this week's: done online in one day.
Below, it sums up: the leader inherited 14 problems and chose to own 6, and 5 are confirmed fixed. Licensing complaints are down 52% since the leader arrived.
The chairman forwards the poster to the board unedited.
What it does
- Freeze the baseline
- Adopt a problem
- Mark a leader action
- Create the day-100 poster
What you see
100-day calendar ending in a "letter from day one" and a board poster
What it moves
The share of problems the leader chose to own that are confirmed fixed at day 100 and each quarter after, and the change in volume on inherited problems since the leader arrived.
Built for
- Executives & leadership
- Citizens & customers
- Frontline staff
