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 131

Metrics Engineering Efficiency Operations 131

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 70

Metrics System Healthcare Culture 70

Rick Conlow

AUGUST 21, 2023

Performance-Based Bonuses: Companies can implement performance-based bonus programs tied to specific targets or metrics. Employee Appreciation Events: Organizing events dedicated to showing appreciation for employees can be impactful. High-performing employees receive financial incentives as a reward for achieving their goals.

Training 69

Training Training Culture Leadership 69

Harvard Business

OCTOBER 23, 2017

Although projects have unique features, there are many similarities between process improvement, system change, M&A, and reorganization projects. What is the cause and effect of specific types of investment — for example, leadership development, large group events, and communications cascades?

Change Management 71

Change Management Data Company Management 71