Harvard Business Review

FEBRUARY 22, 2017

Given that the service department is a cost center in most companies, service leaders have long relied on AHT as a critical lever for keeping staffing levels, and therefore costs, in check. AHT is now used only as a forecasting and planning metric.” AHT has been around for almost as long as the telephone itself.

Metrics 8

Metrics Video Cost Cost Center 8

Harvard Business Review

JUNE 2, 2011

With peers in a few CEO roundtables, I've heard things like: "I plan on hiring 3 biz dev people to get $345K per headcount in revenues." Talent, purpose, culture and creating meaning is the peopley work mostly viewed by the performance folks as "cost centers," or departments that exist only to manage legal risk.

Hamel 15

Hamel Customer Loyalty Creativity Cost Center 15

Harvard Business Review

FEBRUARY 8, 2018

Client-server technology begat enterprise resource planning systems, and the consequent system-wide visibility that was required for what we call business process management (BPM). The cost may be lower, but like traditional computers, it is still a cost.

Management 9

Management Software BPM Technology 9

Harvard Business Review

FEBRUARY 22, 2012

But he doesn't plan to go to another prestigious university. Typically an in-house cost center, service is usually viewed as a necessary evil and constantly targeted for "efficiency." A Stanford Professor quit his job. This is more than a story of online learning or mass dissemination. Model #2 is an example of that.

Participative 14

Participative Decentralization Globalization Cost Center 14