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Business Metrics

The Struggle with Quality Metrics

Quantifying the value of quality management and broadcasting it across the business is not as intuitive as it sounds. There are still several companies who struggle with measuring their quality metrics. In an article for Quality Digest, Sameer Kadam and Mickey Shah identify four problems that arise and how to handle them: Problems with the consistent capture of quality-related data Problems with non-digital systems of record Problems with storage and retrieval Problems with understanding which …

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How Your Company Can Learn to Make Better Predictions about Anything

Project managers have enough of a headache just making estimations on their projects, but imagine if everyone in your whole organization were better at making predictions on any subject. As it turns out—this is really possible. In an article for Harvard Business Review, Danny Hernandez, data scientist at Twitch, describes how his company’s employees vastly improved their predictive capabilities. Predicting Profitability Twitch, a popular platform for streaming video games, has developed training to benefit anyone …

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4 Steps to Reverse Engineer Your Performance Metrics

Measuring the right things is a hard job in itself. Reverse engineering the process of metric selection would be, in theory, the easiest way to guarantee metrics relate back to strategy. How would you do that though? In a short article for Inc., Robin Camarote proposes her solution. Start from Finish Camarote says to take your end goal and, with the management team, build a flow chart that functions in reverse. You ultimately ask these …

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What CIOs Need to Know about Transformation Gaps

The Hackett Group has released its CIO Agenda for 2017, having surveyed a range of executives in midsize and large enterprises (no precise number of respondents is given) about major IT phenomena this year. In a familiar story, most business leaders understand the scope and power of transformation, but less than 40 percent of their businesses are actually ready to undergo transformation. The Slow Transformation According to the authors, businesses are finally shifting away from …

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5 Steps to Get More Out of Your Organization’s Data

Good data is not a yes-or-no proposition. Put another way, implementing various systems to collect data about employees or processes does not guarantee those systems will be useful. In an article for Harvard Business Review, Jon M. Jachimowicz lists five steps for data collection and use that will more reliably move the business forward: Improve your data quality. Link different data. Analyze your data. Infuse your data with theory. Implement changes and keep track of …

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State of the CIO in 2017: Strategy Rising

Technology may expand at an exponential rate, but the rate of accompanying business change has always been glacial at best. IDG and CIO.com have released their annual State of the CIO report, having surveyed 646 IT leaders. The findings are pretty much what one would expect, but in a good way—CIOs continue to make incremental headway in becoming strategic leaders of their organizations. Strategy versus Function CIOs still watch their costs, manage vendor negotiation, and …

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Four Metrics for Driving Cultural Change in DevOps Teams

DevOps is maybe the least self-explanatory term in all of business—all the more reason to use metrics to better understand and monitor it! In an article for DevOps.com, David Shackelford shares four metrics to ensure that DevOps is occurring the right way and driving cultural change in the business: Use time to response to establish a culture of high achievement. Manage expectations with escalations. Combat alert fatigue with raw incident count. Gauge operational readiness with …

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3 Ways Data Dashboards Can Mislead You

Dashboards tell managers and executives how the business is doing right now, via some ideally attractive graphs. Divorced from the context of the data though, relying on the front page of dashboards to make decisions can be risky. In an article for Harvard Business Review, Joel Shapiro discusses three “traps” of working with dashboards. Trapped Perspective By design, the front end of a dashboard is not going to display every trivial piece of business data …

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Key Performance Drivers: The KPI Evolved?

Key performance indicators (KPIs) read the pulse of the business as it is right now. They grant confidence that the business is healthy. KPIs do not inherently paint a picture of where the business is going though—they are only “backward-looking.”  In an article for CFO.com, Michael S. Blake suggests that key performance drivers (KPDs) may be used to go beyond those limitations. Keys to the Kingdom In essence, Blake’s aim is to get from reactive …

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Business Context Dictates How to Measure Quality

As Rob Enderle notes, there is an inherent problem with many customer satisfaction scores: They only tell you if the customer is annoyed right this instant. In the worst case scenario, they measure a person’s mood more than quality of business products and services. In an article for IT Business Edge, Enderle examines how Dell Technologies and HP Inc. both use the Net Promoter Score (NPS), but in ways uniquely suited to help those companies …

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