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Culture

Feedback: Style Matters! Allscripts Does It Right

November 18, 2013 by David Kay

Reports are boring.  Can we all agree on this? Sure, reports may contain interesting information.  But there’s something deeply stultifying about the actual presentation of the data in commercial reporting […]

Filed Under: Culture, KCS, Measures, Resources

What Do We Do About All Of These Myths?

July 2, 2013 by David Kay

Goodness me, listen to me go on about these metric myths.  If you’ve made it this far, you can be forgiven for asking, “That’s all fine, but what do I […]

Filed Under: Culture, Measures

Metrics Myth 11: Any Initiative for Which You Can’t Define Clear Outcomes Isn’t Worth Doing

June 14, 2013 by David Kay

This is another inference from “you get what you measure.”  If you don’t know how to measure an initiative, you don’t know what you’re trying to achieve.  And if you […]

Filed Under: Culture, Measures

KCS At Work: Daktronics Does It Right

May 1, 2013 by David Kay

There’s nothing like hearing about KCS from someone who is actually doing it—and benefitting from it.  Our friends at Daktronics just sent this great email along, and kindly gave us […]

Filed Under: Culture, KCS, Lynchpins

Metrics Myth Nine: NPS is Whatever I Say It Is

March 23, 2013 by David Kay

I’ll just say it right now: I love the Net Promoter Score.  It may not be perfect, but in my experience, it’s the most powerful tool that Service and Support […]

Filed Under: Culture, Measures, Voice of the Customer

Metrics Myth Eight: Hold a Weekly Ops Review Where Changes are Scrutinized and Punishments are Meted Out

March 1, 2013 by David Kay

Operations Reviews, or ops reviews, are common management tools in Support organizations.  If you’re going to measure something, goes the logic, it’s best to act on those measurements.  Making course […]

Filed Under: Culture, Measures

Metrics Myth Seven: Find Industry Peers and Benchmark Against Them

February 21, 2013 by David Kay

As a consultant, I find it rare to spend fifteen minutes with a capable executive before she asks me to assess how they’re doing compared with other companies.  It’s a […]

Filed Under: Culture, KM, Measures

Metric Myth Six: Do an ROI Analysis Before Investing in a Major Purchase or Initiative

February 12, 2013 by David Kay

There’s nothing wrong with doing an ROI analysis—as a matter of fact, I think it’s a great idea.  It’s just that the way that we, as an industry, typically use […]

Filed Under: Culture, Measures

Metric Myth Five: There Are Good Industry-Standard Measures. Use Them.

January 31, 2013 by David Kay

(A quick note to start: our February KCS Foundations Workshop is filling up.  If you or a colleague are interested, now would be a good time to register.) It’s a […]

Filed Under: Culture, KM, Measures

Metrics Myth Four: If We’re Doing a Great Job of Delivering Customer Satisfaction and First Contact Resolution at High Efficiency, We’re Doing a Great Job of Support

January 24, 2013 by David Kay

  Because, you know, that’s what support does.  Close cases.  Quickly.  In a way that satisfies customers.  Mission accomplished; let’s grab a beer! Not so fast. This myth begs the […]

Filed Under: Culture, KM, Measures

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