Culture Metrics Process Improvement Software 
Harvard Business
SEPTEMBER 11, 2017
Don’t obsess over metrics like inquiry volume or time to close tickets. Don’t let your engineers hack together workarounds that will need to be maintained down the road; provide real engineering solutions to the types of problems new software has. Absolutely no DIY software fixes. Don’t optimize for efficiency.
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?
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