Harvard Business Review

APRIL 21, 2011

Then there's a third killer of continuous improvement: the performance management system. A third is to offer cutting-edge, technically innovative products and services. What systemic approaches to improving customer value have you seen organizations build? Did they play to employees' hearts, heads, ears, and feet?

Balanced Scorecard 15

Balanced Scorecard Short-term Competitive Advantage Long-term 15

Harvard Business Review

OCTOBER 5, 2012

Miami-Dade Transit allows customers to monitor its system so they can know when to arrive at a stop in time to catch a particular bus. Many innovative customer-service solutions like these are simple and inexpensive, and they have high payback. Big data, by contrast, is far from inexpensive, and the payback is often iffy.

CAPEX 15

CAPEX Balanced Scorecard Hedge Software 15

Harvard Business Review

MARCH 19, 2014

In our research on change agents at the Phoenix Community of FCB Partners , we have found that there are three distinct challenges which require different kinds of change leaders: (1) transformational leaders, (2) innovation instigators, and (3) innovation managers. The Innovation Instigator. The Innovation Manager.

Balanced Scorecard 8

Balanced Scorecard Innovation Globalization Micromanagement 8

Harvard Business Review

MARCH 23, 2011

In 2009, Grainger's senior management team decided to reflect on their history with improvement initiatives before deploying a Lean-based continuous improvement system. Brad Power is a consultant and researcher in process innovation. Reflect on why initiatives have and have not worked in your organization.

Six Sigma 14

Six Sigma TQM Kaizen Balanced Scorecard 14

Harvard Business Review

DECEMBER 19, 2012

Enter social care , a system for companies to regularly provide customer service through social-media platforms. Then feed the appropriate metrics into a Balanced Scorecard that includes customer-centric measures such as customer satisfaction and productivity measures, including the time it takes to resolve customer issues.

Balanced Scorecard 9

Balanced Scorecard McKinsey Media Metrics 9

Harvard Business Review

DECEMBER 10, 2015

In today’s health care landscape, consultants often advise independent hospitals to merge with a larger health system. Take Silver Cross’s joint operating committee with RIC, which convenes on a quarterly basis to review Balanced Scorecard metrics on quality of care, patient experience, volume, and efficiency.

Health Care 8

Health Care Committee Balanced Scorecard Discount 8

Harvard Business Review

NOVEMBER 23, 2010

He started very well, but as soon as his cash flow improved, financial burdens from family systems stifled his operations. But as soon as they began, the communal power of African extended family system weighed on them. But as soon as they began, the communal power of African extended family system weighed on them.

Books 13

Books Guidelines Banking Telecommunications 13

Harvard Business Review

NOVEMBER 29, 2010

Heres how Antoin Murphy , one of the few scholars to have studied these strikes, which took place in the 1970s, describes it: "a highly personalized credit system without any definite time horizon for the eventual clearance of debits and credits substituted for the existing institutionalized banking system."

Banking 15

Banking Crisis Merton Guidelines 15

Harvard Business Review

FEBRUARY 25, 2013

Has it recognized, like Norway, China or France, that 21st century parents both work and that infrastructure, day care and tax systems ought to recognize this basic fact? Today, most companies are still far from any level of balance at this level. See our 2013 Global Gender Balance Scorecard. Or has it, like the U.S.,

Energy 8

Energy Balanced Scorecard Metrics Policies 8

Harvard Business Review

NOVEMBER 23, 2010

Second, the new system depends on publishers playing ball using the metatags. Second, the new system depends on publishers playing ball using the metatags. Googles proposed metatags may not provide visibility in quite the way a publisher wants, as they assume a single originating source, not a formal syndication process.

Guidelines 15

Guidelines Telecommunications Emotional Intelligence Balanced Scorecard 15

Harvard Business Review

NOVEMBER 30, 2010

It described the newspapers own request under the Freedom of Information Act for the New York Department of Educations performance ratings of the roughly 12,000 public city school teachers in its system.

Guidelines 14

Guidelines Education Telecommunications Emotional Intelligence 14

Harvard Business Review

NOVEMBER 23, 2010

Just as poison ivy does not directly cause irritation, but spoofs our immune system into thinking our own skin is the enemy, careless reporting can cause more harm than good. The tragedy here is that, as with poison ivy and the immune system, there really is no one to blame.

Airlines 14

Airlines Report Guidelines Discount 14

Harvard Business Review

MAY 18, 2017

Kaplan’s balanced scorecard or Clayton Christensen’s disruptive innovation. To quote the article, “If organizations are ‘systems for getting work done,’ processes provide a fine-grained description of the means.” That quality made him (arguably) the quintessential HBR author.

Management 9

Management Balanced Scorecard NPV Article 9