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Bob Champagne, chairman and CEO of ePerformance Group International, recommends an "inside out" rather than "top down" structure for performance management amid heavy outsourcing.
In this piece on Call Center Cafe, he suggests thinking of the organization as a series of businesses -- "everything from the security guards on the first floor, to the investor relations department on the thirty-fifth," each with its own key performance indicators, list of competitors and performance contract. They're in the end all tied to the organization's core mission and goals.
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