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? And so, there appears to be a disparity between what companies do and what the metrics are measuring. (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? Design change success metrics to measure progress toward the desired state.

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.

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. Shana Novak/Getty Images.

Keeping Human Stories at the Center of Health Care

Harvard Business

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.

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.

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 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?”

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.