Are people spending money to alter our tools? Good ‘ol performance management is a nice scenario here. In the old days when we had a staff of people creating spreadsheets, sending them to managers, getting them back for data scrubbing, aggregation, approval, and then upload to the HRMS, we’d often find that the spreadsheet we…

Can we cut our costs significantly? We’re not talking about simply cutting costs and eliminating services. We’re actually talking about discovering the current levels of service utilization and comparing that against a future service delivery scenario. Let’s say you could cut costs by 20%, but still effectively provide 95% of the current level of service…

Are there any customers for whom support is extraordinarily high or low? Let’s face it, sometimes the support costs for a group of people catches you off guard. When there is more support required than you expected, you know how to react. Most of the time you can develop a clear path of corrective action.…

Which of our customers need vastly more service than others? Sometimes there will be a specific business unit or group of individuals (salespeople or executives for example) who simply require more time and attention. The first question is obviously to identify who those people are. The necessary follow-up is determining why the extra attention is…