Looking Beyond Short Term Financial Metrics (Nigel Lake, Part 2 of 10)

Tom Spencer

Tom: Do you think that short term financial metrics are part of the problem in developing long term strategy? The iPhone was essentially a proper computer which was small enough to be a phone, and to get there was a journey of miniaturisation of processes, improving battery technology to be able to store the power to run the phone for long enough that people would think it was useful, and the improvement of the screen technology. (Source: Flickr ).

4-Step Checklist to Better Change Management

LSA Global

Step-by-step, it will lead you through the change process, improve your chances of beating the odds, and guide you toward success. #1. Will there be trust issues that could impede the change process? You will need processes, practices and systems in place to support the change process before you begin. Design change success metrics to measure progress toward the desired state. Better Change Management Is Notoriously Hard.

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Is More Effective Training the Answer?

LSA Global

Recent undercover tests of the system found TSA failed to detect weapons 70% of the time…and that was an improvement over a test two years before when the resulting failures occurred 95% of the time. Some lawmakers seek improvement through better technology. Certainly something has to change…they need to do a root cause analysis and improve performance. This greatly improves your chances of ensuring the new skills are effectively transferred back to the workplace. #3.

Scaling Customer Service as Your Startup Grows

Harvard Business

Customers are integral to this process because they provide feedback, and every member of your team should be answering support requests, meeting with customers, and thinking about how to build a product that suits the needs of the market. 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. Add a touch of process, carefully.

How to Motivate Frontline Employees

Harvard Business

One question that has long plagued organizations is how to improve performance among frontline workers, the people who actually drive customer experience. They wanted to improve revenue, cost, risk, and customer satisfaction all at the same time. They reached out to us because we wrote a book describing how these performance outcomes would be improved with an operating model that increases motivation.). Another had an experiment on how to improve signage visibility.

Change Management Is Becoming Increasingly Data-Driven. Companies Aren’t Ready

Harvard Business

This data can then feed into a predictive model, helping us know with precision the actions that are going to accelerate adoption of a new practice, process, or behavior by a given employee group. Although projects have unique features, there are many similarities between process improvement, system change, M&A, and reorganization projects. Applying these tools when building a team could both improve project performance and help to build another new data set.

Great Digital Companies Build Great Recommendation Engines

Harvard Business

Recommenders continuously learn and improve from user experience. That means organizations can continuously learn and improve from their recommenders. Recommendations are seen as a technique to sell more online, instead of a renewable resource for relentlessly improving customer insight and their own. Platform companies invest in virtuous cycles to solve problems; more-traditional firms invest in process improvement to solve problems. Laura Schneider for HBR.

Why This Health System Offers Refunds to Dissatisfied Patients

Harvard Business

Karen’s communication, and others like it, represent a success for us: We had built a system to assure that we encouraged criticism – in essence inviting patients to speak their minds – so that we could learn and improve. Underlying the program were two critical premises: First, that unhappy patients often sit in silence, and that giving them a voice will reveal unsuspected opportunities for improvement; and second, that patient experience and quality of care are linked.

Why GE, Boeing, Lowe’s, and Walmart Are Directly Buying Health Care for Employees

Harvard Business

Bundled payments in health care have gained favor because they can reduce costs and help improve outcomes. Participating employers benefit from the quality assurance of the ECEN’s rigorous center selection process and the financial savings from paying competitive, pre-set rates for bundled care negotiated between participating hospitals and HDP. ” and “Does the program actually lead to improved value care delivery?”