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.

Metrics 100

Metrics Sports Enterprise Comparison 100

Kates Kesler

MARCH 7, 2021

Where do we need leadership and management? . METRICS/REWARDS . . What metrics should we track? . F lexible talent pool s, including contingent la bor and external partnerships , are used to quickly ramp up/down based on demand. . Change management (CM) excellence. . Project management (PM) excellence.

Management 65

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

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., Start a knowledge base.

Metrics 47

Metrics Engineering Efficiency Operations 47