Kevin Lam Quotes

We had no idea where we were starting and where we needed to go, so we started a field force approach to workforce optimization.

- Kevin Lam

Tags

Idea | Starting | Needed | Started | Field |

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[Using WebFOCUS allowed the company to take other things into consideration, such as how difficult the project was, whether a user experienced any technical difficulty, and if she had to wait for a customer.] IB used a scorecard that looks at a more holistic view of the days of your life. Employees are starting to see it's a more reflective interpretation... You can manage them to death to get productivity numbers up for one quarter, [but] there's a shift in the cultural norm for this to be sustainable. - Kevin Lam

There was a time of pain. Now we're back to normal service levels. So to the shareholders, we've been able to recover from the downturn. We haven't brought in more people or reduced the amount of work yet we're meeting our targets again. - Kevin Lam

The project paid for itself in a single month. Every 30 minutes your gain is millions of dollars. It's effective when you work with a large workforce. - Kevin Lam