Rick Conlow

AUGUST 21, 2023

Through planning meetings, training, and coaching we ramped up the initiative. Management set a fifteen percent goal for improvement. ” Employees can give each other virtual “kudos” for demonstrating Amazon’s Leadership Principles. We thought they could do more.

Training 69

Training Training Culture Leadership 69

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. Yet, we are all human.

Metrics 28

Metrics System Healthcare Culture 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 47

Metrics Engineering Efficiency Operations 47

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 40

How To Retail Productivity Sales 40