How to Measure What Matters to Customers – and React Real Time




The real value that is emerging from Shared Services today is the ability to analyze and interpret data in real-time to effect immediate resolutions. Mary Rumley, who heads Volvo's HR Services, tells us how she has introduced daily 5 minute team reviews to assess yesterday's results. "By the time you usually get the reports back at the end of the month it's too late to do anything about them and staff are no longer engaged in that particular issue – they have moved on", she tells Barba...
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