CHAPTER 15Metrics—Overall Control

We start this book’s Controlling Processes part with this chapter on metrics. To effectively control the maintenance effort, the manager must really know what is going on. Of course, some level of control can be exerted on the maintenance effort without metrics. There will be anecdotal events that dictate what needs to be addressed, and the manager can assume total knowledge of everything that is happening is available. But that is just an illusion.

There are three kinds of people in the world: those who “know what happened,” those who “think they know what happened,” and those who say, “What happened?” People who think they know what happened are less effective as leaders than the people who know what happened. ...

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