Articles: Operational Excellence

Turning Performance Metrics into a Strategic Tool

Traditional performance measurements focus on financial results and outcome. They reflect on results at the end of a time period. They are called “lagging indicators.” For example, common financial metrics include revenue growth, net income and margin. Customer satisfaction metrics include the number of complaints and satisfaction rating. These measurements… [More]

Centralize or Standardize: What Makes Sense

Business structures its organization around core functions such as marketing, information technology, operations, finance and human resources. This centralized model by expertise makes it simple for anyone to identify where to take their issue for resolution. Over the years, we have seen corporations switch between a centralized and a distributed… [More]

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