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Problem Management: An implementation guide for the real world by Hall, Michael G.

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7 METRICS, KEY PERFORMANCE INDICATORS AND REPORTING

INTRODUCTION

Metrics, key performance indicators (KPIs) and reporting on problem management is a subject that I find is not well understood. There is a wealth of material published on the subject, but I do not think much of it is very satisfactory. Many improvements can be made to the advice given on what to measure, what constitutes a good measurement, which ones are relevant to which objective and how to align the reporting of measurement to the requirements of your audience.

KPIs versus operational metrics

Firstly, what is a key performance indicator, or KPI? Many people seem to misunderstand and so see nothing wrong with reporting a ‘KPI’ such as ‘the number of problems opened per month’, ...

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