Chapter 9Measuring Process PerformanceBaselining and Refining the Problem Statement

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WHEN A TEAM MOVES INTO MEASUREMENT, some members will comment, “But we can’t measure that!” They are often referring to things that have never been measured before, such as services provided in direct customer contact— things we can see, but can’t measure directly.

Of course, there is someone measuring what we do: our customers. Formally or informally, internal and external customers are constantly evaluating everything we do for them. With external customers, that evaluation includes “Do I want to keep giving this company my business?”

That’s why it’s necessary ...

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