Learning from the best

Real confidence comes not from talking all you can, but from giving the best you can.”
Milana May

Who are the best OSS operators in your organisation?

How do you know they’re the best?

Is your confidence in them derived by what they say? Or does your OSS produce the statistics that prove they’re the best?

What metrics do you use? Fastest to resolve? Fastest to process? Most accurate resolutions? Least number of mistakes? Profitable insights garnered? Most efficient designs? Lowest cost implementations? Best predictions?

If you have the stats that prove they’re the best, do you also have the processes in place to understand why they’re the best? What do they do differently to everyone else? More importantly, can you learn from the best and improve the rest (yourself included)?

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