Archives by Tag 'performance'

Connected Performance™

By Landmark Consulting - Last updated: Monday, October 15, 2012

While performance measurement remains an important topic, it is only a subset of the broader field of organisational performance management. Strategic, operational and financial performance depends not only on improving how the work gets done in organisations but also on how organisations are managed. Connecting individuals, teams, functions and levels of management, both within and with partners, to improve [...]

Integrated Development

By Landmark Consulting - Last updated: Monday, October 15, 2012

Our experience, over many years, has taught us the dangers of pursuing ‘point solutions’ or functional change initiatives, in contrast to the benefits of integrated developments in the realms of strategy, process, structure and culture.  Failure to take a systemic approach inevitably leads to disappointment: broken processes preventing the implementation of new strategies, process improvements [...]

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 [...]