If you want to assess — and from there, improve — the efficiency of your distribution and call centers, you first need to calculate your own productivity metrics. And while that in and of itself may ...

Mission-support functions are integral to an agency’s operations. These administrative or back-office functions—acquisition, financial management, human capital, information technology and real ...

Publicly comparing similar activities can be a powerful driver for change. That was the premise behind the employee satisfaction surveys across the government in the early 2000s. Initially, these ...

I suspect that most business executives would tell you that they know if their business is performing optimally. They can point to P&L statements, customer satisfaction surveys, etc., to show that the ...

Getting your Trinity Audio player ready... If you don’t know where you’re going you might not get there. – Yogi Berra Now that the mid-term elections are behind us and businesses are closing out the ...

It’s not surprising, given the times we are in, that the Security Executive Council has received a lot of questions lately about how to use metrics to demonstrate cost efficiency. There are a variety ...

Crafting a legal department technology strategy and a 3-5 year roadmap will support future processes and needs. This panel discussion will include a walkthrough on how to use data mining and analytics ...

Comparative data is quietly transforming service performance, risk management and client outcomes, writes Richard Gordon, global head of operations, and Carol Andrews, head of client service, asset ...

Measuring private fleet performance is reaching higher standards of accountability with each passing year. Ten years ago, fleets went through a seasonal exercise comparing how well their numbers ...

In the last issue, we wrote about why and how your operations could improve from benchmarking. Now with the help of Curt Barry, president of Richmond, VA-based operations consultancy F. Curtis Barry & ...