Harvard Business

OCTOBER 8, 2018

Some dysfunction may always exist in our health care systems. We need a metric for humanity to evaluate the human capacity and connection among caregivers and patients. The National Taskforce for Humanity in Healthcare, of which I am a founding member, is piloting a system of metrics for well-being developed by J.

Metrics 28

Metrics System Healthcare Culture 28

Harvard Business

OCTOBER 23, 2017

We are working with a large travel and tourism firm to introduce a system for real-time employee feedback. Although projects have unique features, there are many similarities between process improvement, system change, M&A, and reorganization projects. Developing these sorts of metrics will not be quick or easy.

Change Management 28

Change Management Data Company Management 28

Harvard Business

JUNE 8, 2017

Purchasers of healthcare services encounter widely disparate charges across different healthcare delivery systems for equivalent surgical procedures, varying by up to 40%. ” and “Does the program actually lead to improved value care delivery?” ” What is the process to be selected as a site?

Healthcare 28

Healthcare System Insurance Insurance 28

Harvard Business

SEPTEMBER 11, 2017

Don’t obsess over metrics like inquiry volume or time to close tickets. In later stages you’ll want people who think about how to scale through process, training, and systems. For support, add metrics like issue categorization and response/resolution time to your reporting. Establish models, not just metrics.

Metrics 45

Metrics Engineering Efficiency Operations 45

Harvard Business

AUGUST 30, 2018

One question that has long plagued organizations is how to improve performance among frontline workers, the people who actually drive customer experience. In 2016 the leadership team of a national retail organization asked us to help boost their frontline performance. To show how it works, we’ll walk you through an example.

How To 34

How To Retail Productivity Sales 34