Is Performance Evaluation for the Employee or the Business?
A professional service company provides feedback to its employees whenever it receives comments from the customers. An employee might receive a pat on the back or could be called upon to discuss issues flagged. The approach is customer-oriented. For a business, being customer-oriented is good. For the employee, the approach… [More]
Customer Experience Measurements
Do You Train or Information Dump?
An employee just started a project for a new client. He needed to familiarize himself with the standard operating procedures at the work site. The lengthy 80-page document outlines the work procedures and reporting requirements. It wasn’t an interesting read, though an important one to ensure that all the rules… [More]
How to Measure Labour Productivity
Filling a Vacancy with Internal Talent
Finding the right talent to fill a position is a challenge for many businesses. Hiring from outside the company is certainly an option. With intense competition for talent, it could be a long and costly process. The other option is to fill a vacancy with a suitable internal talent. In… [More]
Picking Performance Indicators from a List
Does Reorganization Fix Process Problems?
After a third reorganization of its operations team over the past five years, a financial services company faces poor morale and increasing employee turnover. The reorganizations brought some improvements but real operational problems were not addressed. Reorganization tends to be considered as a quick solution to operational concerns. Businesses move… [More]
The Reasonableness Test for Analytics
How to Capture Process Intelligence
Intelligence on processes offers abundant information on the operations of a business. You can use the insight to determine the root causes of problems and prioritize where you need to invest for improvement. For businesses which plan to undertake a major transformation initiative, process intelligence also provides the background information… [More]
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