Calling All Operations Metrics Dashboards

Metrics are important for a number of reasons – who hasn’t heard the saying, “If you can’t measure it you can’t manage it!”  Metrics are a great way to track how we’re performing against the firms’ strategic initiatives.  They serve as leading indicators that help identify potentially disastrous issues.  In my opinion though, the most important […]

Separating Issue Resolution from Issue Prevention

Continuing with the Council’s topic of the month, Ownership and Governance Structures, this week I want to focus on the importance of structures in impacting incident resolution and problem management processes. Our research shows that when we receive customer complaints, many of us attempt to simultaneously resolve the complaint and uncover the root cause of […]