You don’t need a weatherman: Bob Dylan on Metrics
Everyone loves numbers. Numbers are easy: you can add them up, subtract them, divide them, and it’s all so clear. And percentages are like numbers made easy: people give you a percent and it’s like all the work’s been done–you didn’t even need to do the math. Even more removed from actual numbers are dashboards and graphs, the pretty pictures Jaeger mentions in his comment to yesterday’s post.
People often measure what’s easiest to measure, not what’s most important. Help Desk managers might measure response time or call resolution time, not customer satisfaction. And when you do try to … Continue Reading