Monitoring The Key Performance

Behaving like a manager and acting like you are responsible for what is being fulfilled in that role, and having key performance indicators of every single role in your team. So you know what they're supposed to be doing, you know what done looks like, you know what high quality project looks like, and they are accountable to what you've decided is the key performance indicator of that role. For example, if someone is in customer service, the key performance indicator for them is how many emails are answered within 24 hours. If x percent are not updated or not responded to in 24 hours, something is wrong and we need to build a better system. We need to fix that issue.