Most companies have trouble extracting the data they have already been collecting (for decades), let alone coming up with ways to even begin tracking more granular data.
We look at averages all the time. This is especially true in business. The average customer call lasts for 5 minutes. The average customer has their query resolved in 24 hours. The average application time is 5 days.
Quite often I see Management Consultants and Leadership bloggers talk about employee engagement and how to make things better.
It’s often said that ‘Variation is the enemy of Lean’. In fact, I’m guilty of saying it myself. But it’s not always true. As an organisation, we often don’t take enough time to understand the variation in our business and why it is there.
Are you reading your data correctly? 00:06 Let’s talk about the difference between data and analysis. 00:11 Because I frequently see people looking at data in organisations,
We’ve previously talked about how most businesses attempt to track why customers contact them and how they tend to be flawed because we rely on our staff to track the reason for us.
It’s important to always be mindful of your customer. It seems to me that with the advances in technology and the exponential growth in data collection and storage, companies are increasingly looking to better use this data to gain an advantage. Which is great and can provide wonderful insights in...