Linking operational indicators to a top-level scorecard
Recently Tina, a new member of the LinkedIn Balanced Scorecard group, enquired if anyone would be willing to share their experience around “how to implement KPI´s from Lean-processes into BSC...
View ArticlePerformance measurement and management in Contact Centres
Everyone knows that contact centre activities are highly measurable, using a plethora of KPIs. Yet little is known about where contact centre managers currently see themselves in the important field...
View ArticleContact centre survey findings
Everyone knows that contact centre activities are highly measurable, using a plethora of KPIs. Yet little is known about where contact centre managers currently see themselves in the important field of...
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Integrated development
Our experience, over many years, has taught us the dangers of pursuing ‘point solutions’ or functional change initiatives, in contrast to the benefits of integrated developments in the realms of...
View ArticleAvoiding problems with target-setting
Advocates and critics of target-setting in the workplace seem unable to reach beyond their well-entrenched battle lines. Advocates point to what they see as demonstrable advantages, while critics point...
View ArticleConnected Performance™
While performance measurement remains an important topic, it is only a subset of the broader field of organisational performance management. Strategic, operational and financial performance depends not...
View ArticlePMA Conference and Symposium Papers
For ease of reference, papers presented by Landmark Consulting at previous PMA Conferences and Symposia are downloadable as follows: (1) PMA Conference 2004 (Edinburgh): Getting the Most Out of...
View ArticleThe ‘Control Tower’ Approach to Optimising Complex Service Delivery Performance
People tend to think the prime purpose of organisational performance management is learning from the past to improve the future. While this is certainly helpful, it is by no means the whole answer....
View ArticleEmployee Engagement: a New Approach to Its Measurement, Analysis and Improvement
Introduction Many organisations have benefitted from the Net Promoter®* approach to measuring customer loyalty since first publicised by Fred Reichheld in Harvard Business Review (HBR) in December...
View ArticleEmployee Engagement: a New Approach to Its Measurement, Analysis and Improvement
Introduction Many organisations have benefitted from the Net Promoter®* approach to measuring customer loyalty since first publicised by Fred Reichheld in Harvard Business Review (HBR) in December...
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