Measurement and Unforeseen Results LO10041

Virginia I. Shafer (
Wed, 18 Sep 1996 08:39:00 -0700 (MST)

Replying to LO10010 --

Cherry posted some thoughtful questions to ask before implementing new
measurements. Several years ago, to distinguish routine measurements (and
other data collection) from meaningful information gathering, we started
using the term "metrics." A good metric, then, has these characteristics:

It is accepted as meaningful to the customer.

It tells how well organizational goals and objectives are being met
through processes and tasks.

It is simple, understandable, logical and repeatable.

It shows a trend.

It is unambiguously defined.

Its data is economical to collect.

It is timely.

IT DRIVES THE "APPROPRIATE ACTION." In other words, I know what action(s)
I will take as a result of the information gained.

Quote by Cherry:

>I think this type of questioning might help people start to see the
>"system" that is operating (or the system that they might be _creating_
>with a new measurement!) Particularly if you can draw a systems diagram to
>illustrate the inter-relationship of the likely behaviours and events.
>Any other thoughts, anyone? What experience do others have of designing,
>developing, implementing, refining new measurements?


Ginger Shafer The Leadership Dimension "Bringing Leadership to Life"

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