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 49

Metrics Engineering Efficiency Operations 49

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

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.

System 28

System Healthcare Financial Construction 28