Harvard Business

OCTOBER 8, 2018

The tradeoff, however, is that we’ve become so focused on using the technology (as this HBR article points out) that we spend far less time listening to individual human stories. We need a metric for humanity to evaluate the human capacity and connection among caregivers and patients.

Metrics 28

Metrics System Healthcare Culture 28

Harvard Business

SEPTEMBER 11, 2017

Don’t obsess over metrics like inquiry volume or time to close tickets. Set up post-interaction NPS so you can tell if someone is still upset even after an issue is “solved,” start tracking the volume and quality of requests coming in along with metrics relating to revenue (i.e., Establish models, not just metrics.

Metrics 48

Metrics Engineering Efficiency Operations 48

Harvard Business

OCTOBER 23, 2017

This data can then feed into a predictive model, helping us know with precision the actions that are going to accelerate adoption of a new practice, process, or behavior by a given employee group. Developing these sorts of metrics will not be quick or easy. Establishing reliable data sets with which to work takes time.

Change Management 28

Change Management Data Company Management 28

Harvard Business

AUGUST 30, 2018

While experimentation is focused on learning strategic or process improvements, it is equally important to manage the pace of learning through apprenticeship. In a culture of apprenticeship, people receive high levels of on-the-job coaching by others who are higher in skill. Systematically manage apprenticeship.

How To 40

How To Retail Productivity Sales 40

Harvard Business

JUNE 8, 2017

Candidate centers must provide information including detailed clinical protocols, surgical-patient selection criteria, clinical registry participation (more on that below), information on multidisciplinary shared decision-making, as well as institutional and physician-level performance metrics.

Healthcare 28

Healthcare System Insurance Insurance 28

Harvard Business

NOVEMBER 16, 2016

In November 2015 Geisinger Health System launched its ProvenExperience program – a wide-ranging cultural and process reengineering initiative whose long-term goal is not just to assure the best customer experience in healthcare, but to offer the best customer experience of any industry.

System 28

System Healthcare Financial Construction 28

Harvard Business

AUGUST 1, 2017

In my experience, legacy managements too frequently misunderstand recommenders’ role in driving innovation and cultural change. Platform companies invest in virtuous cycles to solve problems; more-traditional firms invest in process improvement to solve problems. What metric matters more: engagement or inquiry?

Engineering 28

Engineering Company Data Enterprise 28