What must be established to educate staff on decision-making and prioritization?

Establishing Critical Success Factors (CSFs) is essential for educating staff on decision-making and prioritization because CSFs provide a clear understanding of what is vital for the organization’s success. These factors help staff identify the key areas where they need to focus their efforts, understand the strategic objectives of the organization, and align their decisions accordingly.

When staff are aware of the Critical Success Factors, they can prioritize their tasks and make informed decisions that contribute directly to achieving the organization's goals. This clarity fosters a decision-making environment where actions are aligned with overall strategic objectives, thus enhancing efficiency and effectiveness within the support center.

In contrast, while performance benchmarks, quality assurance metrics, and operational tactics are important aspects of managing and improving operations, they do not provide the same level of strategic guidance required to educate staff specifically on decision-making and prioritization. Performance benchmarks focus on measuring outcomes rather than guiding priorities; quality assurance metrics evaluate the quality of services provided; and operational tactics pertain to the tactics employed to execute daily operations. None of these directly address the foundational knowledge needed for staff to make prioritized decisions effectively.