ExpectationsHow to View Metrics in a Meaningful Way

If the Answer Key is the secret to unlocking the development of a useful metric program, the use of expectations is the keychain. Expectations allow you to change many of the common negatives toward measurement into productive improvement.

Don't Choose Poorly

I love the line in Indiana Jones and the Last Crusade (1989) when the Grail Knight matter-of-factly announces, “he chose poorly.” There were dozens of cups to choose from and the villain chose the wrong one. It was understandable, though. He chose the most ornate, jewel-bespeckled chalice on the table.

Managers often pick the flashiest ...

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