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Seven Deadly Sins

Let us state up front that the sins to which we refer are those of performance management – not the originals relating to theology found in literature elsewhere! Operational performance management remains a misunderstood and unsolved problem. Designing and using metrics to track and improve operating performance is one of the most persistent problems that organizations face. In fact we...

One and Done

Statistics consistently reinforce that the biggest challenge in today’s customer facing business environments is employee training. The reality is that losing customers because of bad contact experiences negatively impacts the organization’s bottom line. What can you do? How do you justify the training expenditure? Research has been making a case for how spending in human performance areas...

Failing to Learn

Ever see those new leaders who carry themselves with such bravado? They’re usually the ones who haven’t failed yet. When they inevitably do, it isn’t pretty to watch. First, they try to cover it up and when that fails, they seek to lay blame. Some persevere and come out wiser but too often they fail to learn and they ramp up the bravado only to repeat the same mistakes. There are some that...

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