Remove Definition Remove Metrics Remove Operations
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The Perils of Internal Disruption (Part 5)

Markovitz Consulting

If something is “disruptive,” then it must by definition be good. But when it comes to internal operations at least, disruption is often both bad for business and for employees, because it causes unevenness in work. Last week , I wrote about how kaizen events can disrupt daily operations and overburden employees.

Metrics 124
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How to Optimize Team Potential: A 7-Step Guide for Managers

LSA Global

The Definition of a Team at Work While many groups are called “teams,” not every working group needs to behave like a team to achieve their objectives. Teams operate best when they understand, believe in , and commit to a meaningful and shared purpose.

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Call Length Is the Worst Way to Measure Customer Service

Harvard Business

Practitioners and pundits alike have long debated which metric is best for assessing the performance of a service organization. It’s not surprising that the metric figures prominently on a service rep’s scorecard. Why is average handle time such a bad metric for service?

Metrics 123
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We Shouldn’t Always Need a “Business Case” to Do the Right Thing

Harvard Business

Metrics Are Not Your Friends. A growing body of evidence shows that ethical companies outperform financially over time , but trying to translate such a broad finding into the short-term planning metrics used by most businesses is perilous. They are less subject to short-term operational pressures, and accordingly less risk-averse.

Ethics 135
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What is consulting?

Tom Spencer

In the methodology upheld by Kennedy as well as Consultancy.org, Management Consulting is a collective term used for all services that fall under Strategy Consulting, Operations Consulting and HR Consulting. Operations Consultants: Operations consultants are consultants who help clients improve the performance of their operations.

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Unemployed Agilists: How to Move from a Staff Role to a Line Job, Part 2

Johanna Rothman

Cutting overhead is definitely not personal—it’s all about how managers perceive an employee’s value. Tools and technology: Operating systems, languages, anything specifically technical. These skills plus my deep agile and lean understanding, would allow me to use the flow metrics to increase agility.

Agile 100
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Reclaiming the Idea of Shareholder Value

Harvard Business

Countries that operate under common law, including the United States and the United Kingdom, lean in this direction. Countries that operate under civil law, including France, Germany, and Japan, tend to be in this camp. Time horizon is a particularly important part of the governing objective’s definition.

Cash Flow 121