Back Office PM Made Easy
- On Feb, 14, 2018
- MPC
Delivering Performance Management Results in the Back Office… is as simple as Goldilocks and the 3 Pigs (huh?) Over the past 20+ years, I have had many, many conversations with back office leaders, who at the beginning of their performance management journey strongly believed that realizing “sustainable results” in the back office was nothing more […]
Continue Reading...The Call Center Supervisor
- On Sep, 25, 2017
- MPC
We’re doing a project with a credit union that is insourcing its call center function. We’re helping them crystalize the future-state vision, develop a robust implementation plan and ultimately bring the capability in-house. It’s an exciting project for them and for us! And they are very clear about what they want from the insourcing effort: […]
Continue Reading...Back Office PM – Avoid These Mistakes
- On Feb, 21, 2017
- MPC
Using activity-based management (ABM) principles is one of the most accurate ways of measuring employee performance, particularly in the back office. Furthermore ABM ensures performance targets reflect best practices. Thus ABM is a catalyst for process excellence. When done right, the payoff can be tremendous. Unfortunately, companies all over the world struggle terribly to pull […]
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