In the spirit of Billy Beane & the Oakland A's, 6 non-obvious metrics for big impact on performance
Posted by: marketing on Sep 29, 2011
Tagged in: sales performance management , pay for performance
In the spirit of Billy Beane, here are examples of "Moneyball Metrics": uncommon and non-obvious metrics which we have found to have a major impact on performance:
- Coaching frequency -- can be tracked using web Forms and is always highly correlated with subsequent agent performance management
- AHT or ASA variation -- permits superior forecasting and scheduling -- which in turn permits smaller shifts -- as a result of separating controllable and random variation
- Supervisor effectiveness indexes -- comparative impact of coaching, agent improvement under their management, and impact of rotating team leaders
- Balanced scores -- indexes of agent or team performance with data from multiple data sources, weighted by importance
- Bonus calculations -- weighted averages, eligibility rules (such as attendance or quality minimums), dollar payouts
- Metric tracking sessions -- frequency with which Supervisors and other managers check and use statistics on their teams to make better, fact-based decisions
Links:
http://www.imdb.com/title/tt1210166/
Moneyball white paper on www.mercedsystems.com