Now that we have a common language to communicate with, the next step is to discuss how to proceed. I’ve read numerous books, articles, and blog posts on Balanced Scorecards, Performance Measures, and Metrics for Improvement. Each pushes the reader to use the author’s methods and tools. But, I haven’t found one yet that puts “how to develop a metric from scratch” into plain English. It’s about time someone did.
In this chapter we’ll cover the following: