33 MEASUREMENT AND METRICS
INTRODUCTION
While measurement and metrics are neither processes nor functions, this chapter earns its place here because it is difficult to overestimate their importance.
Measurement is a prerequisite to improvement. Put simply, if you can’t measure something, you can’t improve it or show that it has improved. The reason for this is that to make an improvement, you have to identify that something has gone wrong or not happened and then understand why. Only then can you diagnose the root cause and apply a change to eliminate it, preventing the same thing from happening again and thereby improving performance.
There are other reasons for measurement:
- To demonstrate that an operation or service has performed according ...
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