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.

Metrics 29

Metrics Video Fashion Report 29

Harvard Business

OCTOBER 10, 2017

Bernstein studied assembly-line performance at a company he called “Precision.” Every step of the process was measured, and real-time metrics were easily accessible. A great salesperson will operate much more efficiently with a defined process for reaching out to prospects. Building Balanced Cultures.

Metrics 33

Metrics Engineering Operations Sales 33

Harvard Business

OCTOBER 25, 2016

It takes a major cultural shift in the company. The design teams can then use the feedback from their customers to quickly and efficiently improve the products. Agile invention methodology is one of the 152 innovation methods found in Innovation International’s study of 2000-plus corporations.

Methodologies 28

Methodologies Agile Metrics Exercises 28

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.

Culture 52

Culture Financial Leadership Deloitte 52

Harvard Business

OCTOBER 21, 2016

In the largest study on climate change data and corporations, 8,000 supplier companies (that sell to 75 multinationals) reported on their level of climate risk. Significant cost reductions can result from improving operational efficiency through better management of natural resources like water and energy, as well as minimizing waste.

Study 28

Study Efficiency Productivity Operations 28

Harvard Business

JANUARY 31, 2017

While some have invested significantly in technology, operational, and cultural changes, others are lagging behind. Within the core business, digital technologies are fundamentally changing the way Honeywell creates and captures value for its industrial customers through new efficiencies and services that unlock new value.

Company 28

Company Operations Data Benchmarking 28

Harvard Business

AUGUST 8, 2016

Since then, improving health care outcomes has become a central goal in everything from clinical training and research studies to government initiatives and political debate. Organizing for high reliability involves attending to not only the culture of a surgical team or health care organization (i.e., Sensitive to operations.

Operations 28

Operations Research System Culture 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

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

JULY 13, 2016

Identify the right metrics. In the digital membership economy, the metrics best apt to indicate success are more likely to be around member churn and engagement. Invest in building a culture of membership. I joined Netflix for access to great content in an efficient way. Subscription is a pricing structure.

Cash Flow 28

Cash Flow Survey Metrics Accenture 28

Harvard Business

AUGUST 21, 2017

I responded that even if it is the norm for this company’s culture — and potentially many others — it is not acceptable universally, nor should it be. A classic 1998 Stanford University study accurately predicted that by 2020 advances in technology will have eliminated many lower to mid-level jobs.

Boston Consulting Group 32

Boston Consulting Group Study Conference Survey 32

Harvard Business

FEBRUARY 5, 2018

They must understand the key operational metrics of the business and their impact on profit and loss, revenue, customer retention, and so on. Translator role: Ensures the solution solves the business problem in the most efficient and interpretable form for business users. Additionally, knowledge of common use cases (e.g.,

Data 28

Data Engineering Agile McKinsey 28

Harvard Business

JUNE 26, 2017

In that same Wired piece: …what began with aesthetic judgments of the digital renderings—the Los Angeles Times’ architecture critic called the Ring a “retrograde cocoon”—has lately turned to social and cultural critiques. Enduring Value Beyond Efficiency.

Real Estate 28

Real Estate System Software Efficiency 28

1 to 1

MAY 3, 2013

Though many companies approach service and support as just another metric to be maximized, those that emphasize quality over call times differentiate themselves from the competition and excel in customer satisfaction. SHARETHIS.addEntry({ title:"Putting the Customer in Service Optimization", url:"[link].

Media 37

Media Metrics Advertising Trends 37

Harvard Business

OCTOBER 17, 2016

Companies trying to create a culture of innovation often seem to rely on office decor like ping-pong tables tables or multi-colored bean-bag chairs, or one-off events like hackathons. Vincent Tsui for HBR. But most of us who want to be more innovative would like to do so in our day-to-day work. What should we be focusing on?

Culture 28

Culture Research Metrics Resources 28