Archives by Tag 'performance measurement'

Goal-Directed Behaviour and Target-Setting: A New Way Forward

By Alan Meekings - Last updated: Monday, October 15, 2012

Advocates and critics of target-setting in the workplace seem unable to reach beyond their well-entrenched battle lines. Advocates point to what they see as demonstrable advantages, while critics point to what they see as demonstrable disadvantages. Academic literature on this topic is currently mired in controversy. Neither side seems capable of envisaging a better way [...]

Contact centre survey findings

By Alan Meekings - Last updated: Wednesday, August 3, 2011

Everyone knows that contact centre activities are highly measurable, using a plethora of KPIs. Yet little is known about where contact centre managers currently see themselves in the important field of performance measurement and management (PM&M) on a spectrum from poor to outstanding. Nor is much known about future aspirations or intended timescales for improvement. [...]

Performance Measurement and Management in Contact Centres

By Alan Meekings - Last updated: Wednesday, August 3, 2011

Everyone knows that contact centre activities are highly measurable, using a plethora of KPIs. Yet little is known about where contact centre managers currently see themselves in the important field of performance measurement and management (PM&M) in terms of excellence on a spectrum from poor to outstanding. Nor is much known about future aspirations or [...]

Target-setting paper published in Measuring Business Excellence

By Alan Meekings - Last updated: Thursday, March 10, 2011

The advocates and critics of target-setting seem unable to agree on any common ground. On the one hand, there is incontrovertible evidence of the damaging effects of arbitrary numerical target-setting. Yet, on the other hand, there is a significant body of academic evidence supporting the benefits of goal-directed behaviour. We have developed a paper showing [...]