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 47

Metrics Engineering Efficiency Operations 47

Harvard Business

AUGUST 30, 2018

In 2016 the leadership team of a national retail organization asked us to help boost their frontline performance. They wanted to improve revenue, cost, risk, and customer satisfaction all at the same time. But we believe that by taking similar steps, the average organization can improve performance even further.

How To 40

How To Retail Productivity Sales 40

Harvard Business

OCTOBER 8, 2018

We need a metric for humanity to evaluate the human capacity and connection among caregivers and patients. And we must define new standards for humane technologies and implementation practices — an ecosystem of healing on par with quality, safety, and performance-improvement initiatives.

Metrics 28

Metrics System Healthcare Culture 28

Harvard Business

OCTOBER 23, 2017

Organizations often seem obsessed by measuring fractional shifts in operational performance, capturing data on sales, inventory turns, and manufacturing efficiency. Although projects have unique features, there are many similarities between process improvement, system change, M&A, and reorganization projects.

Change Management 28

Change Management Data Company Management 28

Harvard Business

JUNE 8, 2017

HDP is a third-party administrator with expertise in the development and management of travel surgery programs, providing strategic and operational management of this program. PBGH is a non-profit, employer-led organization that represents public and employer healthcare purchasers, including numerous Fortune 100 companies.

Healthcare 28

Healthcare System Insurance Insurance 28

Harvard Business

AUGUST 1, 2017

Platform companies invest in virtuous cycles to solve problems; more-traditional firms invest in process improvement to solve problems. But, to the C-suite’s great credit, leadership insisted that everyone cooperate. That represents an organizational, operational and cultural breakthrough, not just a digital one.

Engineering 28

Engineering Company Data Enterprise 28