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., Start a knowledge base.

Metrics 132

Metrics Engineering Efficiency Operations 132

Harvard Business

JULY 19, 2016

At the high end of artificial intelligence are systems like cognitive computing that are allowing driverless cars and other machines to develop the capacity to learn from their experiences in the world — by incorporating nuances, remembering outcomes, and adapting to mistakes. (A First, let’s get our bearings. Insight Center.

Company 70

Company Knowledge Base Insurance Insurance 70

Kates Kesler

MARCH 7, 2021

Communities of practice develop common guidelines, methods, and processes to maintain a consistent quality standard and avoid duplication of efforts. METRICS/REWARDS . . What metrics should we track? . Competency models are developed at the enterprise level for PMs and CMs. . Christie Irizarry.

Management 65

Management Enterprise Metrics Change Management 65

Kates Kesler

JULY 24, 2020

Organization capabilities are organization muscle, built through a combination of structure, process, metrics and rewards, and people practices. Creating intentionally smaller GM development roles can provide growth opportunities for all. Metrics and Rewards. Capabilities.

Talent 65

Talent Metrics Accenture Development 65

Kates Kesler

JULY 22, 2020

Organization capabilities are organization muscle, built through a combination of structure, process, metrics and rewards, and people practices. Creating intentionally smaller GM development roles can provide growth opportunities for all. Metrics and Rewards. Capabilities.

Talent 65

Talent Metrics Accenture Development 65

Kates Kesler

APRIL 7, 2022

The network is connected through lateral integrators such as communities of practice, shared metrics, or formal integrator roles. The most important part of the constructor, however, are the processes, forums, and metrics that drive alignment and clear guardrails. High-control, low integration: This is a “red-flag” area. An Example.

Agile 50

Agile Enterprise Metrics Talent 50