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? . Local (business unit and operational function) teams have embedded practitioners that know the work of the unit and can build local relationships. . METRICS/REWARDS . . What metrics should we track? . What incentives will drive the right behaviors? .

Management 65

Management Enterprise Metrics Change Management 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 49

Metrics Engineering Efficiency Operations 49