Many of the productivity exercises and processes businesses put in place seem like a good idea, but rarely have the overall or long-term impact that is desired.
Competition and performance incentives lift individual performance but can have a detrimental effect on team outcomes. Downsizing brings financial benefits but reduces capability. Performance metrics look good on a report but can lead to high staff turnover.
Without optimising the overall approach, structure and objectives of teams, businesses ultimately will fail to truly achieve back-office efficiency, contact centre efficiency, improve capability, do more with less, deliver better and more consistent customer outcomes, or retain high performing staff.