Rick Conlow

AUGUST 21, 2023

” Employees can give each other virtual “kudos” for demonstrating Amazon’s Leadership Principles. Performance-Based Bonuses: Companies can implement performance-based bonus programs tied to specific targets or metrics. Amazon – Amazon has a recognition program called “Connections.”

Training 69

Training Training Culture Leadership 69

Harvard Business

OCTOBER 23, 2017

At EY, where some of us work, we have developed a tool for social media analytics called SMAART that is able to understand sentiment within consumer and influencer groups. Although projects have unique features, there are many similarities between process improvement, system change, M&A, and reorganization projects.

Change Management 28

Change Management Data Company Management 28

Harvard Business

OCTOBER 8, 2018

We need a metric for humanity to evaluate the human capacity and connection among caregivers and patients. And we must define new standards for humane technologies and implementation practices — an ecosystem of healing on par with quality, safety, and performance-improvement initiatives.

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 47

Metrics Engineering Efficiency Operations 47

Harvard Business

AUGUST 30, 2018

One question that has long plagued organizations is how to improve performance among frontline workers, the people who actually drive customer experience. In 2016 the leadership team of a national retail organization asked us to help boost their frontline performance. To show how it works, we’ll walk you through an example.

How To 40

How To Retail Productivity Sales 40

Harvard Business

JUNE 8, 2017

While Medicare has led the development of bundles in the U.S., HDP is a third-party administrator with expertise in the development and management of travel surgery programs, providing strategic and operational management of this program. What does a healthcare system look like that earns one of these contracts?

Healthcare 28

Healthcare System Insurance Insurance 28

Harvard Business

AUGUST 1, 2017

Platform companies invest in virtuous cycles to solve problems; more-traditional firms invest in process improvement to solve problems. ”We didn’t think a recommendation engine was necessary at the time,” said one of the company’s web developers. What metric matters more: engagement or inquiry?

Engineering 28

Engineering Company Data Enterprise 28