Beschreibung
In Developing Metrics: A Hands-on Guide and Workbook, organizational development and analytics expert Martin Klubeck helps business people tackle metrics projects with confidence. The goal: To take the complex and fear-inducing concepts of metrics and make them simple for business people in all fields and all industries. As Klubeck says, "Concepts are nice, principles are better, but actual hands-on tools are priceless." Employing the latest advances in Big Data and analytics, Developing Metrics provides all the tools you need to create a successful metric-and a successful metrics program. If you want to improve a process, solve a problem, or gain support for an initiative, this book will help you meet the challenge. In this, the most comprehensive, up-to-date book on creating metrics yet published, Klubeck provides a recipe book with step-by-step instructions to help you successfully design, plan, collect, analyze, and report on meaningful metrics. Best, it contains case studies and real-world scenarios that describe how business people solved problems or innovated by creating custom metrics. You'll see their thought processes and actions in developing the metric, as well as the outcome. The tools Klubeck provides were developed for real people with specific organizational problems to solve-where to expand an operation, how to improve customer service, how to make a process more efficient, how to reduce IT downtime, and just about any other problem you face in your daily business life. This book will show you how to: - Identify the real problem Create a metric to address it Find data to feed the metric Analyze and refine the metric as you proceed Report the metric to those who most need the information Developing a valuable metric is a journey, but not one in which you have to travel alone. Martin Klubeck takes the principles and concepts he introduced in Metrics: How to Improve Key Business Results and provides the tools and methods you need to create metrics worth their weight in organizational gold.
Autorenporträt
InhaltsangabeNote: Each chapter will show the hands-on methods and techniques for creating useful metrics for a variety of organizations in various industries. The author will be using real-world results from his seminars and consulting clients. 1. Metrics: Why You Need Them, Where You Need Them, When You Need Them Who wants metrics and why? (Really, most people don’t mean metrics, they mean data.) The manager’s answer The Good (leader), the Bad (manager), and the Ambivalent The customer’s answer The worker’s answer Upper Management’s View of Metrics So Why Metrics, Really? Why You SHOULD Want Metrics Where Do We Need Metrics? Where Don’t We Need Them? When Are Metrics Useful? The Maturity Question What’s the Cost? 2. The Art of Creating a Good Metric Why Everything You Think You Know about Metrics Might Be Wrong Example of what a “good” metric looks like Why It’s More Art than Science How a Good Metric Can Help You If you’re ready (mature enough) If you’re not ready (your organization is suffering from organizational immaturity) 3. Design: The Foundation for Understanding and Designing a Good Metric Starting with Metrics: The Basics Understand the language: Data, Measures, Information, Metrics, Root Question Understand the critical components (artifacts) you must have Design Collection Analysis Determining reporting formats and process The Journey: Where You Are, Where You Want to Be, How to Get There Identifying where you currently are: a tool for determining where you are Check against the critical components Where we want to be: should be a well-defined, robust metric (or metric program) How we get there is using this book Designing Your Metric Developing the Root Question Defining the question Determining what type of answer is necessary Lost? Check the Answer Key for help Remember not to throw away anything—byproducts are a valuable benefit Common errors Abstract Design Drawing the picture of the answer Test for comprehension and alignment Identify the information needed (check against Answer Key) Identify the measures needed (check against Answer Key) Identify the data needed Common errors Using the Answer Key Customer view Worker view Leadership view Business view Common errors Finding the Sources of Data Quality Check: Where does the draft metric fit in the Answer Key? References 4. Collection: An Implementation Guide Plan for Collection: Using the Metric Development Plan Identify and fill gaps in design Determine players Determine availability of data; work with data sources to ensure the data is available in the form needed Plan for collection and building of metrics Determine how you will deal with missing data Estimate? Create mechanism? Use other organization’s data? Skip this measure? Collect Data (samples of each tool and help build out for particular use) Survey tools Check sheets Databases Spreadsheets References Using the Implementation Guide to Analyze Existing Metrics/measures Example of Analyzing Existing Metrics Most Metrics Are Actually Measures, and Some Unfortunately Merely Data How It All Feeds Back to the Answer Key 5. Tools to Help You Create Metrics The Answer Key Software tools Tableau Excel Art Class Big Data Analytics Books 6. Analysis: Interpr
