Want to perform better? Own your mistakes.
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.
How do you measure success?
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...
Let’s Talk About Average Handle Time
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.
What’s the point of an employee engagement survey?
Is there any value in the Employee Engagement Survey?
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