Performance indicators

The hidden costs of efficiency.

Lessons from the Colonial Pipeline ransomware attack.

Gross domestic product has long been the chief measure of national success. But there's been a lot of talk lately about changing that, from economists...

An intermediate step can help make the transition to outcomes-based payment for health care.

Being compared to others can increase bad behavior.

Strategies for ensuring stakeholder voices are heard and ESG goals are met.

When the Gallup Organization applied Six Sigma principles to sales and service groups at several companies, it learned how much performance variation exists between seemingly similar work groups. Managing that variability can raise overall performance by orders of magnitude and can create organic growth.

Lessons from the Dutch national lottery.

Customer service jobs are notoriously joyless, and callers' experiences with reps can be just as unsatisfying. But T-Mobile has a new operating model...

Plus strategies for driving transformative growth in 2023.

Businesses need better planning to make their supply chains more agile and resilient. After explaining the shortcomings of traditional planning systems,...

Don't overlook a useful pattern just because it isn't driven by a causal relationship.

Kaiser Permanente has a tool for that.

Yves Morieux, director of the BCG Institute for Organization, argues that imposing formal processes, structures, and guidelines only makes things more...

Performance is about more than just numbers.

Modern companies reject centralization, inflexible planning, and command and control. So why do they cling to a process that reinforces those things?

Companies are understandably obsessed with measuring marketing performance. They want some “accountability,” and all eyes are on the CMO to produce a return on investment. With their budgets, brands, and jobs on the line, CMOs are in hot pursuit of metrics that show that their programs work. A few years ago, such measurements were difficult […]

“Bill, it’s time for your annual appraisal interview. You’ve done a lot of good work, and I want you to know that it has been noticed and appreciated. Of course there are areas in which improvements can be made. Let’s start with the good side. Your output record has been good all year, and we’re […]

Rare is the company that does not periodically review the performance of its staff, business units, and suppliers. But rare, as well, is the company that...

New metrics for a rapidly warming world.