Tom Spencer

APRIL 25, 2025

United Airlines famously failed to get buy-in from flight attendants to support its strategy of overbooking flights. Are there specific metrics to track progress so that you know success has been achieved or that the strategy needs to adapt? Jason Oh is a Senior Manager at TD Bank’s Enterprise Strategy team.

Resources 88

Resources Strategy Strategy& Strategy 88

Harvard Business

SEPTEMBER 23, 2016

While effective metrics are essential for focusing attention and achieving results, they can also overpower better sense. Most industries cower to a few central metrics, the yardsticks that define the winners and losers. Metrics tried and proven over years become a guide to what’s important, driving resource allocation.

Metrics 70

Metrics Retail Sales Automotive 70

Harvard Business

SEPTEMBER 7, 2017

But traditional metrics might underestimate the impact of digital, leaving companies vulnerable to aggressive competitors or pure-play disruptors. Our findings: A number of digital metrics, or signals, that aren’t widely tracked today are very strong predictors of revenue growth and share price. Digital share. Digital momentum.

Metrics 82

Metrics Airlines Comparison Methodologies 82

Harvard Business

AUGUST 7, 2018

I was buried in the enterprise.” ” Metrics were developed to monitor these, and targets were set before moving on. As the managing partner of a client law firm recently explained to me: “Before we adopted your approach we lacked the keys to effective strategic planning. It was seat-of-the-pants stuff.

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Case Interview Groups Small Business Examples 133

Management Consulted

SEPTEMBER 25, 2016

The Net Promoter Score is a customer loyalty metric originally formulated by Fred Reichheld, Bain & Company, and Satmetrix in 2003. Because customers are key to bringing about this change, customer satisfaction metrics helps to see the true story. Want to find out what the Ultimate Question is? WHY READ IT?

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Bain Survey Banking Metrics 100

Harvard Business

NOVEMBER 6, 2018

Every Chinese citizen’s “social credit score”, drawing upon public and private data sources can determine what services – from no-deposit apartment rentals to booking airline tickets to dating to government services — are accessible to the citizen. billion citizens.

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Government Data System Airlines 126

Harvard Business

AUGUST 29, 2018

There’s still much to learn when it comes to digitizing business processes, and in particular using automation sprints—those smart, fast, and small efforts you use to boost productivity when a change to enterprise architecture isn’t the right step. Shift 3: See people as multipliers of value.

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