High Performance. The Role of Process vs Outcomes

| I was meeting with a client a few months back.  This particular client was having some ongoing issues with the performance of their help desk.  Specifically, tickets were not getting closed in a timely fashion and as a result IT’s customer (i.e. users of IT services) were getting some what exasperated (to be polite).  The question on the table was how do we change this trend and begin to improve service levels?  It was a serious issue for the IT team and it had been a problem for a Read more..