How is performance management like "Moneyball"?
Posted by: marketing on Sep 29, 2011
In the 2003 bestseller and now major motion picture "Moneyball," (opening nationwide on Sept. 23) we learn how Oakland A's general manager Billy Beane used data-driven management to reshape a laggard major league baseball team into a world-class winner. Instead of focusing on traditional metrics, Beane discovered that winning baseball games was more strongly correlated with lesser-known statistics. He also focused on elements of the game where success metrics hadn't been developed in the past due to lack of data. He trained his organization to track new types of statistics to gain a data advantage in recruiting and player development, and, critically, he got his entire organization aligned around the new metrics and philosophy. As a result, the A's became one of the winningest teams, with one of the lowest cost structures, in major league baseball.
Like the Oakland A's and other baseball teams before "Moneyball," many contact centers use time-honored measures but miss the opportunity to truly redefine and improve performance.
During the last few years many teams have begun emulating the A's "Moneyball" methods to transform their organizations to better compete. Given the large financial opportunity for operational savings and customer loyalty impact in the contact center, it's likely that as Performance Management proves itself in this environment, the same competitive ripple effect will take place.
Links:
http://www.imdb.com/title/tt1210166/
http://web.mit.edu/newsoffice/2011/sloan-sports-conference-0308.html
Moneyball white paper on www.mercedsystems.com