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 51

Metrics Engineering Efficiency Operations 51

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

AUGUST 30, 2018

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.). Goals and metrics were transparent to everyone so that nothing was hidden.

How To 42

How To Retail Productivity Sales 42

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. Administrative leaders experienced with their hospital’s operational network are needed when the necessary new care pathways and processes are disruptive.

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. That represents an organizational, operational and cultural breakthrough, not just a digital one. What metric matters more: engagement or inquiry? ” So they did. Personalize offers?

Engineering 28

Engineering Company Data Enterprise 28

1 to 1

DECEMBER 22, 2021

In the training and development phases, employee or trainer performance metrics can be analyzed to find positive and negative outliers in performance during training and in live environments. Eliminate waste from operations. And operational assessments can look at the entirety of the customer interaction to see what can be streamlined.

Strategy 26

Strategy Strategy Strategy& Talent 26

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