Kates Kesler

JUNE 29, 2020

Metrics serve as a powerful motivator and unfortunately, are often perfectly designed to drive sub-optimal results. In team sports, measuring vital, non-point metrics and de-emphasizing individual metrics is not a new concept. For a simple comparison, consider this sports team analogy.

Metrics 100

Metrics Sports Enterprise Comparison 100

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 131

Metrics Engineering Efficiency Operations 131

Harvard Business

JULY 19, 2016

At the less-expensive end is a knowledge-based approach that organizes data and language into highly malleable and helpful blocks of information. But companies and government agencies are starting to find plenty of places where knowledge-based tools can make a huge difference. Insight Center. Sponsored by Accenture.

Company 70

Company Knowledge Base Insurance Insurance 70

Kates Kesler

MARCH 7, 2021

Local (business unit and operational function) teams have embedded practitioners that know the work of the unit and can build local relationships. . METRICS/REWARDS . . What metrics should we track? . Local team leaders manage allocation of resources, performance , and outcomes. Christie Irizarry.

Management 65

Management Enterprise Metrics Change Management 65

Kates Kesler

APRIL 7, 2022

The network is connected through lateral integrators such as communities of practice, shared metrics, or formal integrator roles. It typically is a set of roles at the center and dedicated or aligned roles in the operating units. We worked with a large oil and gas company with operations spread across North America. An Example.

Agile 50

Agile Enterprise Metrics Talent 50