Culture Efficiency Exercises Metrics 
Harvard Business
FEBRUARY 22, 2017
Practitioners and pundits alike have long debated which metric is best for assessing the performance of a service organization. It’s not surprising that the metric figures prominently on a service rep’s scorecard. Why is average handle time such a bad metric for service? AHT is a culture killer.
Harvard Business
OCTOBER 25, 2016
In particular, I’d like to focus on three things Avaya did that other companies can learn from: Treat Innovation as a Risk-Management Exercise. Avaya embraced innovation as a risk management exercise. It takes a major cultural shift in the company. Avaya tried a lot of things that didn’t work.
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Harvard Business
MARCH 13, 2018
Doug embraced this idea and, in turn, explained how his company was using metrics and working group meetings to compel tangible advances in each inspection area. Similarly, by collaborating, we helped each other improve — and we sparked a culture of trust and mutual betterment. We were well served by all this collaboration.
Harvard Business
OCTOBER 9, 2017
Overlooking these realities is perilous, both for the patient’s well-being and for efficient delivery of care. Health systems that want to avoid those pitfalls need leaders who invest in shaping an organizational culture that values hearing patients’ voices. This work cannot happen in a vacuum of forced efficiency.
Organizational Talent Consulting
AUGUST 7, 2023
An Examination of the Importance of Leadership Behaviors and Attributes on Shaping Culture Executive Summary Organizational culture is a critical factor in financially successful companies. But culture change is often overwhelming and elusive. Section three focuses on proven approaches to architect organizational culture.
Harvard Business
NOVEMBER 23, 2016
The Clinical Operations team focused on “throughput” bottlenecks in order to improve how efficiently patients could be moved through the system from intake to discharge. Many “team-building” exercises are theoretical and the stakes are low. Our focus on meaningful problems was critical.
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.
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