Workforce Management Analytics: “In order to be good, you’ve got to be bad”
Author: Michael Pistone
First off, apologies to those who were reading my blog which tapered off last year. But after bumping into one of my favorite customers at ClickConnect 2014 and learning that he was reading my blog, I was immediately inspired to start writing again, which is a true testament to the professional presence that he is. Thanks Bryan.
This week, I wanted to note and promote the inspiring words of Professor Frances X. Frei at ClickConnect San Diego last week. “In order to be good, you have to be bad.” This brilliant statement and encompasses my personal message to existing and potential ClickSoftware customers.
I won’t attempt to articulate the professor’s words to you, but I will attempt to whet your appetite enough to seek further knowledge on this essential concept in service delivery. The essence of the message is you must make sacrifices to some business goals in order to be the best at a specific business goal. Now, in all fairness, ClickSoftware users are able to configure scheduling logic by time, by region, and a variety of other scenarios to achieve an optimized schedule, even reflecting perfectly balanced goals and objectives if so desired. But at some point, a sacrifice or a decision must be made. Do you complete 6 jobs and have a very productive day or drive 2 hours to complete one job and avoid missing that SLA? Professor Frei showed us decision making at a much higher level, and real life examples of how business giants make these larger and conscious business decisions to always fail at specific business goals in order to be the best at their primary goal.
And as they were spelled out in her presentation, I sat there affirming her statements like I was listening to a comedian describe relationship challenges. Instead of…“Yup, that’s true. My wife does that all the time.” It was… “Yup, that’s true. I feel bad about myself if I can’t order coffee the right way at Starbucks. What kind of company would come up with such a crazy naming scheme for their coffee?”
Well, there is a solid business reason. I’m reading her book now and I’ll share more perspective when I finish. We’ll hop back on the analytics train next time.