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Metrics: How to Improve Key Business Results by Martin Klubeck

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Creating the Service CatalogHow to Enhance the Report Card

One of my biggest challenges when I created the Report Card for my organization was getting the leadership to agree to a list of core or key services. Since I successfully won the battle of using effectiveness measures over efficiency ones, I would need a list of the services (or products) to be evaluated in the Service/Product Health Metrics.

Many organizations are function-centered. You can see this in the organization chart and the way the parts of the organization work with each other. There are sections for marketing, customer relations, project design, and development, test, and ...

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