Finance Metrics Process Improvement Strategy 
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.
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. The goal must be a global patient engagement strategy. Geisinger’s approach consists of both cultural evolution and new processes.
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