Remove Exercises Remove Metrics Remove Operations
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Big Ideas, Bad Results: Avoiding Strategic Uselessness

Tom Spencer

Execution requires alignment with operational realities, not just a vision of where the organization wants to go. The firm had no clear path to profitability, its Messianic ambitions eventually outpacing its financial resources and operational capabilities, and it filed for bankruptcy in 2023. Does it create measurable impact?

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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? AHT is a culture killer.

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When It Pays to Collaborate with Competitors at Work

Harvard Business

For instance, Doug shared some new concepts for transforming an insurmountable checklist of requirements into manageable benchmarks and priorities, which he had developed after conducting a comprehensive review of his company’s operations. He also shared supply discipline systems that reduced common inefficiencies.

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Making Time to Really Listen to Your Patients

Harvard Business

The physician-sherpa should be a partner on the journey, not simply a medical operative, extracting formulaic rules and implements from a toolbox. In this complex, fraught situation, people need a compassionate guide — a wise, comforting sherpa who knows the mountain, the risks of various routes, the viable contingency plans.

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Why We Need to Update Financial Reporting for the Digital Era

Harvard Business

However, many investors seem to have concluded that the most successful companies with tens of billions of dollars of valuation today could never have justified their valuation at the start of their operation based on discounted cash flow. Analysts increasingly rely on non-GAAP metrics.

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Is Your Company Actually Set Up to Support Your Strategy?

Harvard Business

For every company wrestling with evolutions in its strategy, success depends as much on matching the operating model to those evolutions as it does on the soundness of the strategy itself. But exactly how do today’s companies create or update an operating model to match adaptations or wholesale changes in strategy?

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How Leaders Can Focus on the Big Picture

Harvard Business

what this produces for the business and for shareholders — the critical outcome metrics by which the organization will be judged. But, as my own research shows, in order to be meaningful, empowerment requires some boundaries, some rules that have been decided on within which empowerment can be exercised.