Metrics: How to Improve Key Business Results

Renew：Part 31
Author：Martin Klubeck
Update：08-15-2023
Tags：Business Investing
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Chapter List

Chapter 1
Chapter 15), but for the practical use of metrics, this is unacceptable. It would be like taking off on a journey without a destination in mind. No purpose, no plan, and no direction-just get in your car and start driving.
Chapter 3
Chapter 1, rather than have someone count the number of ski machine or stair stepper users, I"d prefer to have some automated means of gathering this data. If each user has to log in information on the machine (weight, age, etc.) to use the programming features, the machine itself may be able to provide user data.
Chapter 5
Chapter 6
Chapter 7
Chapter 15 on research, but instead a directed and focused investigation into the truth behind the indicator.
Chapter 7) for getting a better read on the full answer to any root question. This would direct us not to take qualitative or quant.i.tative data alone. The great debate between which is better is unnecessary. You should use some of each in your recipe.
Chapter 10
Chapter 5, I introduced the Answer Key. I discussed the components of effectiveness metrics, the first quadrant of tier three, Product and Service Health. I"m recommending that you not only start here, but that you remain in this area of the Answer Key until your organization has matured to a point of readiness for dealing with the other quadrants.
Chapter 12
Chapter 11, Employing Advanced Metrics, I will go into more detail on the benefits and means for developing metrics in each of the third tier"s quadrants. For now, it is enough to promote Product/Service Health as the correct starting point and to stress the need to wait on the other areas until the time is right.
Chapter 14
Chapter 15
Chapter 5, the Delivery measures of Availability, Speed, and Accuracy would be measured objectively through information gathered from the service provider. The great news for us was that the manager of the department was (and still is) an extremely compa.s.sionate leader. Where much of the dangers and warnings I"ve written about come from fear, uncertainty, and doubt-the realization of those trepidations occurs most times because the manager misuses the metrics. In the case of our Service Desk, I didn"t worry that the manager would misuse or abuse the information we provided. If I told her the data showed that a worker was negligent, lazy, or incompetent, rather than take premature action, she"d investigate to first find out the "truth" behind the data. Then if the interpretation I offered was accurate, she"d work with the staff member to address the issues-compa.s.sionately.
Chapter 17
Chapter 18
Chapter 9 introduced the metrics I developed to answer the leadership"s question for our organization. If only the service provider and the executive leader were to be viewers of the results, I could have moved directly to publishing the metric. But since the metrics would go through rigorous review throughout the management chain, and also be seen by customers, I had to find a way to make the results usable (if not readable) at each level.
Chapter 20
Chapter 5, which discussed using the Answer Key, and Chapter 6, which covered effectiveness metrics, I discussed each of the four quadrants. I also suggested that you start with Effectiveness and you end with Efficiency. While you may use efficiency measures (sparingly) to support your Product/ Service Health metrics, you shouldn"t embark on a full Process Health program at first.
Chapter 22
Chapter 23
Chapter 13 on standards and benchmarks, metrics can drive the organization toward other improvement efforts. When you are trying to develop a process health picture of the organization, you will benefit from having your processes defined (much as the Service/Product Health metrics benefit from a Service/Product catalog). To improve something, you need to understand it. A clear and complete definition of your processes is a necessary starting point for improving those processes.
Chapter 25
Chapter 26
Chapter 27
Chapter 28
Chapter 29
Chapter 30
Chapter 31