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Metrics: How to Improve Key Business Results by Martin Klubeck

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Start with Effectiveness

The first chief information officer I worked for used to say, “do the right thing.” Besides the philosophical and religious interpretations of this directive, there are also the leader’s simple day-to-day behavioral expectations of her workforce. Effectiveness metrics will allow you to determine if you are “doing the right things.”

I am doing more than suggest that you start with effectiveness. In Chapter 5, I introduced the Answer Key. I discussed the components of effectiveness metrics, the first quadrant of tier three, Product and Service Health. I’m recommending that you not only start here, but that you remain in ...

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