Creating and Interpreting the Metrics Report Card
I struggled for a long time trying to decide how to introduce the Report Card to you. I debated if I should present it as another tool (like the Answer Key), or offer it as a methodology. What I settled on was to offer it as a real-life example of how metrics, when used within the constructs I've offered, can evolve and take shape.
I will relate to you the three-year journey to develop a viable metric program for an organization in which I had to clearly articulate the overall health of the organization and the health of each of its core services. I made mistakes along the way, learning, changing, ...
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