You can’t manage what you can’t measure


This timeless adage gets more valuable as time passes. If there is ever a time where you must measure how and what you produce, it is undoubtedly now!
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Measuring how and what you produce is expressed in metrics that will help you discover trends, ensure adherence to plans, and take corrective action when needed. The corollary to the above adage is: what gets measured gets done!

Here are some examples of the business metrics:
  • Workload: This metric has to do with the production numbers. These could be the number of widgets made, reports produced, lives under management, number of claims processed each month, number of devices supported, number of project hours, service calls, Customers supported, etc.
  • Quality: This metric expresses delivery of products and services on time, as per specification, at promised cost, with zero defects, without interruption to customer business
  • Customer Satisfaction: This metric addresses meeting the customer expectation. Examples are meeting or exceeding Service Level Agreements (SLA), completeness and speed of corrective action in the event of quality issues, and responsiveness to requests for new products and services
  • Cost Competitiveness: This metric deals with tangible reductions in the unit costs for services; Visible contribution to your customer’s productivity improvement and the ability to continuously do more with less
  • Alignment: IT investment supporting business strategy (must be traceable to business strategic and operational objectives, with a measurable fiscal impact – ROI)
When collecting data for metrics, there are some key questions that must me answered, such as:
  • Which data elements will be collected to produce the desired business metric?
  • How often does data get collected, and the technical details of how it is collected?
  • Who are the customer(s) you are collecting the data for?
  • How will the results be presented?


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