To improve any business process with long wait times, or a backlog of unprocessed work, we need to meaningfully measure queue performance. (...

Design is a creative process; it's about making something new or different that hasn't already been made. So, can we really measure design success in any meaningful way? (more…)

If you measure employee engagement using Staff Turnover, you're well off mark. Leadership expert Zoë Routh offers us a more meaningful and practical way to measure employee engagement and its drivers.

Marketing outreach is essentially sending a message out into a target audience, to attract more people that our organisation or business exists to help. It can be time consuming and expensive, so we want to make sure it’s working. But what do you measure to find that out?

Finding the right KPIs to measure policy advice is a big challenge. But it's not because policy is immeasurable. It's because we don't define policy success clearly enough. (more…)

The Bacon number is a measure of closeness to Kevin Bacon. Believe it or not, it has some useful applications in business. (more…)

Every organisation wants a productive workforce. But measuring productivity, which is critical to improving it, is a struggle. It's hard to make it tangible. In his book Smart Work, productivity expert Dermot Crowley gives us a clue about how to measure productivity using a very practical proxy.

People occasionally ask me whether we should measure the positive, or what we want more of, rather than the negative, what we want less of. Mostly they believe it should be the positive. But when does it matter? Or does it ever matter?

There are lots of goals that are really hard to measure. I've written about measuring workforce capability, but another hard-to-measure goal is workforce diversity. Don't expect a list of the best measures, though. The problem lies with what diversity actually means to you...

Have you had to wait in a phone queue for ages to get help from a service provider? Have you had circular conversations with support people, who don't seem to listen to what your problem really is? Have you had to drive to your supplier's office or store in order to get something fixed, and they failed to fix it? Are you doing this to your customers, too?