Many companies have successfully transformed their manufacturing, R&D, and other business functions, improving their performance while stripping out cost. Yet far fewer have optimized their service ...
Frei, Frances X., and Dennis Campbell. "Managing Service Operations: The Managerial Research Design Process." Harvard Business School Teaching Note 608-155, April 2008.
Key performance indicators (KPIs) are the compass that guides businesses toward their goals. They can help you make data-driven decisions, but they can also point you toward your true north: customer ...
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