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Workforce Analytics Isn't as Scary as It Sounds

Harvard Business Review

ready to weigh and measure any parcel of human nature, and tell you what it comes to." The goal is simple: put the right people with the right skills in the right work. Each month, managers had been focusing on a new performance metric — first-call resolution, average call-time — so the phone staff was confused as a result.

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At Amazon, It’s All About Cash Flow

Harvard Business Review

For example, if you sell a service that you’ll be delivering for the next twelve months, the costs and revenues are supposed to be parceled out over those twelve months, regardless of when the cash changes hands. And the truth is, no, he has an economically fine-tuned engine that serves his goals in a really interesting and thoughtful way.”.

Retail 22