Kates Kesler

JUNE 29, 2020

Metrics serve as a powerful motivator and unfortunately, are often perfectly designed to drive sub-optimal results. In team sports, measuring vital, non-point metrics and de-emphasizing individual metrics is not a new concept. For a simple comparison, consider this sports team analogy.

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Metrics Sports Enterprise Comparison 100

Kates Kesler

MARCH 7, 2021

Change management is not just a skill or a process. This post will dive deeper into building the change and project management capabilities that underpin transformation governance. . Integrated portfolio management. . Change management (CM) excellence. . Project management (PM) excellence.

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Management Enterprise Metrics Change Management 65

Kates Kesler

JULY 24, 2020

Organization capabilities are organization muscle, built through a combination of structure, process, metrics and rewards, and people practices. Metrics and Rewards. A lot of good work is being done in companies around of metrics and rewards, but more can be done in this area. Capabilities.

Talent 65

Talent Metrics Accenture Development 65

Kates Kesler

JULY 22, 2020

Organization capabilities are organization muscle, built through a combination of structure, process, metrics and rewards, and people practices. Metrics and Rewards. A lot of good work is being done in companies around of metrics and rewards, but more can be done in this area. Capabilities.

Talent 65

Talent Metrics Accenture Development 65

Harvard Business

SEPTEMBER 11, 2017

Set up a simple workflow to manage customer requests. Don’t obsess over metrics like inquiry volume or time to close tickets. This won’t be a “Chief Customer Officer” or a “Customer Success Manager.” Start a knowledge base. What to do. What not to do. Your goal is success.

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Metrics Engineering Efficiency Operations 46