Join us for this webcast with human capital thought leader Cathy Missildine to learn how you can put talent management metrics in a context that can help drive greater business decision-making and organizational success.
NVIDIA's overall business overview Presentation.pptx
How to Make Your Metrics Matter
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8. ICC Copyright 2011. All rights reserved.
8 8/23/2013
Facilitators
Processes
Products
Technology
Financial
Others
Revenue
Profitability
Market Share
Budget Cost
Savings
Others
Business ResultsEnablers
Vision and Mission
The path to desired business results
9. ICC Copyright 2011. All rights reserved.
9 8/23/2013
Business strategy map: example
Business
Results
Performance
Objectives
Performance
Metrics
Performance
Outcomes
Actions
Increase sales
from new
customers
by 20%
Reduce prices
of top 3
products
by 4%
Increase new
sales from web
store by 15%
Increase new
sales from
sales force by
15%
Increase new
sales from call
center by 10%
Strategic
Goals
Increase
Market
Share
Improve new
customer satis.
ratings from
call center
interactions
by 30%
Increase call
center engage-
ment from
73.4% to 80%
Increase hit
ratio from 10%
to 20%
Reduce call
center turnover
by 20%
Improve call
center sales
skills
Improve call
center product
knowledge
Improve call
center
productivity
Increase
number of
appointments
Increase
percentage of
closings
Create new call
center sales
training course
Upgrade
CRM system
Hire four phone
appointment
setters
Implement
rewards &
recognition
program in call ctr
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