Most white collar organizations rely on average processing times to underpin their benchmarks and performance standards. In fact, the use of “averages” in calculating benchmarks is so prevalent and widespread in the white collar environment that executives frequently fail to grasp the serious consequences of using this approach. The time has come to revisit organizational benchmarks. By shifting their thinking and by embracing benchmarks based on value added standards instead of averages, leaders will position their businesses to achieve dramatic performance improvements and activate a new model of operational excellence.

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