High Performance. The Role of Process vs Outcomes

| I was meeting with a client a few months back. ┬áThis particular client was having some ongoing issues with the performance of their help desk. ┬áSpecifically, 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). ┬áThe question on the table […]