In the first two Executive Updates in this series,1 we discussed the importance of using a root question for your metrics and of "staying out of the kitchen." Recall I asked you to think in the abstract rather than going to the data level and to focus on the customer's viewpoint and avoid playing with efficiency measures.
Executive Update
A Leadership Approach for a Metrics Program: Part III -- Using Expectations Instead of Targets
Posted June 4, 2013 | Leadership | Technology |
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