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All Blog Posts Tagged 'employees' (6)

Market Alignment - An Application of Systems Theory for Organizations

The main components of systems theory that readers might remember are “inputs,” “processes,” and “outputs.”  The part that tends to get neglected is “feedback mechanisms.”  These mechanisms tell the system the extent to which operations fit the environment.  If there is lack of fitness, there is stress.  One adaptive impulse is to make processes more complex and intelligent - i.e. sometimes described as the fight response.  Another impulse is to give up and run away - i.e. the flight…

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Added by Don Philip Faithful on June 23, 2018 at 9:00am — 1 Comment

Fugues of Operational Market Alignment

In the “Ecology of Metrics,” I wrote about “alignment” being a type of metric; alignment can measure the extent to which an organization’s supply or capacity is matched against the demands or needs of the market.  For instance, in a call centre, it would be highly desirable to have agents available to respond to calls at “precisely” the same time that clients are making calls.  If alignment is off even by only 15 to 30 seconds, impatient clients might hang up and never call again.  Similarly…

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Added by Don Philip Faithful on June 2, 2018 at 5:00am — No Comments

Ecology of Metrics

Although I deal with many different types of metrics, I believe they can be generally classified as follows: 1) time use; 2) alignment; 3) production; 4) performance; 5) service; 6) and market.  In this blog, I will be providing some comments pertaining to each.  Although I have yet to encounter any myself, I am certain that there must be text books on the issue of operational metrics and how to make use of them.  However, I personally developed nearly all of those that I use.  Although I do…

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Added by Don Philip Faithful on May 26, 2018 at 9:00am — No Comments

Reconciling Opposing Performance Metrics Using Operational Simulations

Sometimes when dealing with performance metrics, there are contradictory signals.  For instance, although both are desirable, it is common for efficiency and efficacy to be in opposition.  An agent in a call centre can handle lots of calls while at the same time getting few sales; this is especially true if the agent’s main objective is to do lots of calls.  This is a highly efficient person albeit unsuccessful in terms of expanding the business.  Conversely, another agent by spending a…

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Added by Don Philip Faithful on May 6, 2018 at 3:30am — No Comments

Quantitative Alienation in the Workplace

For my graduate paper, I studied perceptions of workplace stress through the critical lens of social disablement.  Writing this paper was certainly an intellectual exercise that at the time didn’t seem to have many practical applications.  I am therefore honoured to become better acquainted with the “mechanics” of quantitative alienation through my day-to-day duties.  I respect the fact that I can’t share any substantial details about my actual work processes on a blog.  It will therefore be…

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Added by Don Philip Faithful on November 4, 2017 at 8:30am — 1 Comment

Make It So, Number One

I found some leftover hamburgers in the fridge. I decided to stack a couple of them together to form a colossal “super-burger.” At the time, I didn’t appreciate how doing so would make it almost impossible to physically fit the burger in my mouth. I squished and squeezed the burger until it was flat enough to eat. Such are the problems of physics that become…

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Added by Don Philip Faithful on October 2, 2016 at 6:00am — No Comments

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