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,
Yesterday I came across a process improvement that had unintentionally reduced performance. It was a classic case of Primary Measure vs Counter Measure. The Primary Measure improved as a result of the change, but the Counter Measure dived.
Can a bad process be a good process? How bad are targeted ads on the web..?! I read a great article about how feminism is more important now than ever so I shared it on Facebook. A few hours later and I’m getting lots of web ads trying to get...
For a while now, it’s been popular to hate on Average Handle Time or AHT as a metric. I’ve been to quite a few centres that have dumped this metric and read lots of articles written by experts who decry its value.