N2Growth Blog

NOVEMBER 19, 2010

Even if you don’t find yourself having to frequently deal with extreme situations, it is often nothing more than normal dealings in the ordinary course of business that can place you at a nexus…Do you make your decision based upon the facts at hand and sound decisioning metrics, or do you let your emotions drive your decisions?

Blog 409

Blog Leadership Emotional Intelligence CEO 409

Harvard Business Review

MAY 25, 2017

On November 9, 2016, the shareholders of Australia’s largest company, and the world’s tenth-largest bank , revolted. Other firms have ventured down this path, including the conglomerate Wesfarmers , with its 200,000-plus staff, and the global hospital operator Ramsay Health Care.

TSR 9

TSR Banking Committee Incentives 9

Harvard Business Review

OCTOBER 9, 2012

But as Michael Lewis describes in Moneyball , the Oakland Athletics discovered that the metric the team's scouts used to choose players had nothing to do with whether those players would score runs. Leave aside, for the moment, which metrics you currently use or which ones Wall Street analysts or bankers say you should.

Banking 15

Banking Metrics Objective Retail 15

N2Growth Blog

DECEMBER 21, 2010

It's one of my great drivers to achieve significance in what I do – even if that doesn't necessarily mean success as defined by any metric you care to choose… Thanks for an interesting read! Our life cannot be measured from the bank balance but by service. Best Neil Ron Inspiring post! Success is temporal.

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Blog Succession Influence Brand 396

Harvard Business Review

NOVEMBER 22, 2017

How do banks switch customer relationships from branch offices to mobile phone screens? For every company wrestling with evolutions in its strategy, success depends as much on matching the operating model to those evolutions as it does on the soundness of the strategy itself. sweetvenom/Getty Images. Insight center.

Strategy 8

Strategy Company Banking Apparel 8

Harvard Business Review

OCTOBER 25, 2018

To analyze the superstar dynamics of firms, our metric was economic profit, a measure of a firm’s profit above and beyond opportunity cost. (To The top 10% of the firms we analyzed — the superstars by our metric — create 80% of all the economic value, meaning they account for 80% of economic profits.

Industry 12

Industry Company GDP Bottom-up 12

HR Digest

NOVEMBER 9, 2021

What excites me about S&B at Audible is that we work to improve the lives of those without privilege in the cities and countries in which we operate, because Audible seeks to exemplify what a company can mean beyond what it does. We believe in giving people a chance, and we work to make this so, particularly in the urban core.

Diversity 52

Diversity Katz Learning-by-Doing Globalization 52

HR Digest

NOVEMBER 9, 2021

What excites me about S&B at Audible is that we work to improve the lives of those without privilege in the cities and countries in which we operate, because Audible seeks to exemplify what a company can mean beyond what it does. We believe in giving people a chance, and we work to make this so, particularly in the urban core.

Diversity 52

Diversity Katz Learning-by-Doing Globalization 52

Harvard Business Review

JULY 17, 2012

We know of one retail bank that gave their call center representatives the edict to "delight" customers and permission to waive up to $150 in fees for any customer without seeking any additional authorization. But employees often lack the experience, judgment, and discipline necessary to achieve this without breaking the bank.

Customer Loyalty 15

Customer Loyalty Loyalty Banking Call Center 15

Harvard Business Review

APRIL 23, 2018

The engagement of its drivers, who deliver milk and bread to millions of customers each day, was dipping while management was becoming increasingly metric-driven in an effort to reduce costs and improve delivery times. Take for example a UK food delivery service that I’ve studied. Other employee innovation ideas were larger.

Servant Leader 17

Servant Leader Leadership Banking Learning-by-Doing 17

Harvard Business Review

OCTOBER 10, 2017

Every step of the process was measured, and real-time metrics were easily accessible. In Precision’s case, good tactical performance required developing rules, checklists, and standard operating procedures and then following them closely. In an experiment, we approached the call center of a bank’s consumer loans business.

Organization 12

Organization Tactics Call Center Metrics 12

Harvard Business Review

JANUARY 28, 2015

While this would seem sufficient to alert the bank to his impending trip abroad, “transaction denied” flashes across the terminal screen, leaving this longtime customer stranded, fuming, and no longer so loyal. If it’s all about the operations then you lose sight of the customer. Build a structure for collaboration.

COO 8

COO Planning Metrics Call Center 8

Harvard Business Review

JULY 17, 2012

We know of one retail bank that gave their call center representatives the edict to "delight" customers and permission to waive up to $150 in fees for any customer without seeking any additional authorization. But employees often lack the experience, judgment, and discipline necessary to achieve this without breaking the bank.

Customer Loyalty 11

Customer Loyalty Loyalty Banking Call Center 11

Harvard Business Review

AUGUST 3, 2018

In a follow up HBR article , we interviewed several chief financial officers (CFOs) of leading technology companies and senior analysts of investment banks and distilled seven key insights from those discussions. The level and trend of a company’s top-line metric is an advance indicator of the success of its business model.

Report 8

Report GAAP Company Proposal 8

Harvard Business Review

NOVEMBER 7, 2011

In the late 1990s, we presented the Gretzky metaphor to a division of a large, global bank. Three years ago we determined that two of our key customer segments, Small Businesses and Affluent Consumers, would want PC banking in the next 2-3 years. So, we shelved the idea. And I made that decision. But big bets must report to the top.

CEO 11

CEO Net Present Value Banking Metrics 11

Harvard Business Review

SEPTEMBER 7, 2012

"Our top line was growing, but the bottom line was not moving much and we had drawn down a lot on our bank credit line," he says. And when Allen Printing's bank, facing problems of its own in 2010, suddenly called in its loan, the company was so strapped for cash that it had to file for Chapter 11. So what can an entrepreneur do?

Metrics 8

Metrics Working Capital Restructuring Banking 8

Harvard Business Review

JUNE 8, 2018

Since then, we interviewed several chief financial officers (CFOs) of leading technology companies and senior analysts of investment banks who follow technology companies. CFOs of these companies themselves admit that they cannot justify their market capitalizations based on traditional metrics.

Report 8

Report GAAP Net Present Value CFO 8

Harvard Business Review

DECEMBER 15, 2017

In one illustration of these difficulties, consider that India currently ranks 100 out of 190 countries in the World Bank’s Ease of Doing Business rankings, 22 places behind China, 39 places behind Indonesia, and just nine places above Papua New Guinea. Step 2: Measure operating environment.

Strategy 8

Strategy Operations Policies Environment 8

Harvard Business Review

AUGUST 5, 2014

Talk about how complex marketing has become is very much in vogue, but there’s much less discussion about the operational (and diplomatic) muscle CMOs need in order to get things done. Those steps helped the bank drive up loan volumes, a tangible bump the CMO could point to in discussions with other leaders.

P&L 10

P&L Banking Marketing Call Center 10

Harvard Business Review

JULY 19, 2017

Many companies are attempting a radical — and often rapid — shift from hierarchical structures to more agile environments, in order to operate at the speed required by today’s competitive marketplace. This takes time. Create small, talent-rich teams working outside the hierarchy to address your most important priorities.

Agility 8

Agility White Paper How To Metrics 8

Harvard Business Review

DECEMBER 7, 2017

All investment practices will consider environmental, social, and governance (ESG) metrics because some of those metrics are financially material, meaning decision-useful pieces of information. In both cases, social and environmental metrics matter for the business’s financial success.

Supply Chain 8

Supply Chain Asset Management Chemicals Long-term 8

Harvard Business Review

MARCH 31, 2015

While consumers are rightfully worried that their personal information may be compromised, shareholders and companies’ management have a wider set of concerns, including loss of intellectual property, operational disruption, decreased customer trust, tarnished brand, and loss of investor commitment. The stock price declined 0.3%

Price 8

Price Long-term Banking Short-term 8

Harvard Business Review

MAY 31, 2012

boss, Ina Drew , the former head of their unit in of the bank's, the Chief Investment Office (CIO); and CEO Jamie Dimon, to whom the CIO reported who oversaw the CIO. Drew quickly retired after the losses, and Iksil and Macris are, according to news reports, leaving the bank.

CIO 8

CIO Committee Risk Management Banking 8

Harvard Business Review

AUGUST 7, 2018

” Metrics were developed to monitor these, and targets were set before moving on. I’ve assisted a rural bank which decided that its target customer was “commercial family farms.” The third step requires you to work out what your organization wants from each key stakeholder group for your organization to prosper.

Strategic Planning 15

Strategic Planning Planning Document Airlines 15

Harvard Business Review

JUNE 19, 2017

While initially designed to improve the responsiveness of software development teams, more recently agile has become the default team-based operational model for companies big and small, across industries and sectors, with the promise of a substantial and sustained spike in team productivity and efficiency.

Agility 8

Agility Software Incentives Banking 8

Harvard Business Review

NOVEMBER 25, 2013

Where repeat business and revenue had once been the dominant loyalty metrics, the firm began analyzing the overlaps and intersections between its “best” customers and social media and web comments about the company’s service. Reportedly, two pirated clients were all it took to repay the entire investment within a year.

Due Diligence 11

Due Diligence KPI Loyalty Information Technology 11

Harvard Business Review

NOVEMBER 18, 2015

So smarter “people analytics” operations embrace mission and metrics that assure they’re getting the right kind of ROEE — Return on Ex-Employees: Referrals. A network security geek went from a global bank to a Beltway bandit start-up. … We’re grateful.” ” Resources.

McKinsey 8

McKinsey Banking Reference Human Capital 8

Harvard Business Review

SEPTEMBER 13, 2012

Slowly but surely, as the little database grew bigger and bigger, the manager would wedge the cost into her operating budget. It's just that they're often busy doing what they've always done, maintaining operational systems while reacting to the demands of an increasingly tech-savvy user community.

Supply Chain 15

Supply Chain CIO Budgeting Project 15

Harvard Business Review

AUGUST 3, 2012

These days, it's not hard to find people who question the role that financial markets play in our economy , who argue that shareholder value is a flawed metric of corporate success , who say that linking pay to financial markets is a big mistake. In 1997, though, such arguments were pretty close to unheard of.

Books 16

Books Short-term Long-term Finance 16

Harvard Business Review

MAY 8, 2014

Operational meltdowns can devour a midsized company’s cash. That enabled the company to find a new lender who refinanced $25 million in bank debt. To keep a finger on the financial pulse of the business, MBH Architects’ founders kept one eye on a key metric: the utilization of its people (i.e., Not growth, or even profits.

Crisis 8

Crisis CFO GAAP Banking 8

Harvard Business Review

MAY 8, 2012

This week, Microsoft is announcing an unusual initiative that it hopes will change how the company operates: an internal fee on carbon. As Microsoft takes on more of its customers' operations through cloud-based services, reliance on the utility grid creates real operational and price risk (from outages and volatile prices).

Price 13

Price P&L White Paper Energy 13

Harvard Business Review

DECEMBER 22, 2010

The Nike Foundation also leans on its expertise in innovation and scale to find solutions to poverty, while keeping its operations separate from the business. Day says, "we have been able to use the best of our Nike DNA, but have the freedom to operate as an independent force for change in the development sector.

Core Competence 15

Core Competence Market Segmentation Globalization Reputation 15

Harvard Business Review

AUGUST 20, 2018

With fewer than 10 employees but almost $2 billion dollars in the bank, it plans on jumping right in. Given the stock market was buying “the story and vision” of anything internet, inflated expectations were more important than traditional metrics like customers, growth, revenue, or, heaven forbid, profits. And it may work.

IPO 8

IPO First-mover Advantage Business Model Agility 8

Harvard Business Review

SEPTEMBER 26, 2011

Caterpillar , for example, publishes its dealer sales statistics by region each month, while the Spanish bank Santander puts out a newsletter with key operating results and commentary. My final thought here is we need better metrics. But their updates point investors to the real drivers of performance and health.

Long-term 8

Long-term CEO Short-term McKinsey 8

Harvard Business Review

OCTOBER 17, 2013

As we in the United States juggle major structural and operational changes and try to secure our financial systems as revenues fall, we must keep our promise of safety and high quality to every patient, every time. They communicate the necessity of understanding quality as a living, changing thing, not as a static metric.

Crisis 9

Crisis Health Care Quality Welch 9

Harvard Business Review

DECEMBER 22, 2016

On December 7, Portland, Oregon, passed a law that will impose a surcharge on the local business taxes paid by corporations that operate in the city when the CEO’s compensation is 100 times or more the median earnings of the company’s employees. The actual money-in-the-bank total ARG compensation of its CEO John C.

CEO 8

CEO Black-Scholes Price Merton 8

Harvard Business Review

SEPTEMBER 30, 2016

My colleague Tomasz Obloj, of HEC Paris, and I recently examined the effects of an awards program implemented at a European bank selling small consumer loans. The awards program invited each of the bank’s 164 outlets to compete for an all-expenses-paid, weeklong vacation to an exotic resort.

Comparison 8

Comparison Incentives Outsourcing Self-aware 8