Chapter 3. Performance Analysis Basics

Andy: I've been doing analysis for years. That's why I was stunned when a customer accused me of analysis-paralysis.

Marcus: I believe in study before action, of course, but I'm concerned that my efforts are not as focused as they could be, which means I take longer than maybe I ought. And I too have had trouble explaining it to my customers. Each time I bring it up, I have to resell the effort.

Beth: We need to demonstrate more value derived from the process. We tend to stumble around, do a little of this and a little of that. Some days we post a survey on SurveyMonkey. Other times we run focus groups. But we don't have a consistent approach, standard questions, or, most important, a way to communicate back ...

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