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.
Harvard Business
OCTOBER 23, 2017
Advances in linguistic analysis of text mean we can now capture clues about behavior from people’s word choice; even the use of articles and pronouns can help reveal how someone feels. Although projects have unique features, there are many similarities between process improvement, system change, M&A, and reorganization projects.
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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.
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.
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. Goals and metrics were transparent to everyone so that nothing was hidden. Systematically manage apprenticeship.
Harvard Business
NOVEMBER 16, 2016
While the program does have marginal costs (more on this further on) we feel that the benefits in terms of learning, process improvement, and patient experience more than offset these. There is also some limited evidence that certain efforts to improve patient satisfaction can actually reduce quality outcomes.
Epicflow
SEPTEMBER 1, 2022
Let’s figure it out in the article. . They can be as follows: executive sponsor, technology support, process improvement, project manager, and software support. . This is when a business case document is required. Why is it important, and how to compile a convincing business case? Problem description. Cost-benefit analysis.
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