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Operational Excellence in 8 Steps: The CapStat Performance Management Program

Posted on December 15, 2014 at 11:00 PM

One of the favorite jobs I have had was running the CapStat performance management program for Mayor Fenty of the District of Columbia. CapStat was the performance management program Mayor Fenty launched to assess the quality of services delivered by the $10 billion local District of Columbia government. CapStat was inspired by other “Stat” systems that had proven successful in local governments,...

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Use the Age of Oldest Case (AOC) Metric to Prevent Customers from Falling through the Cracks

Posted on June 16, 2014 at 12:25 AM


If you manage an operation that processes individual requests, cases or such that typically take a day or more to complete, you probably track a lot of metrics. Things like average completion time, percent completed within a goal time, etc. are typical parts of an operational dashboard. Those are useful ...

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