Noel Tichy and Stratford Sherman, Control Your Destiny or Someone Else Will, Doubleday, 1993, p. 246
"Simplicity applies to measurements, too. Too often we measure everything and understand nothing. The three most important things you need to measure in a business are customer satisfaction, employee satisfaction, and cash flow." --Jack Welch
Compare this to the Bobby Kennedy quote about GNP in the LTYM story #37 footnote.
QTCQ measurement - HPMD consulting story
- See the Measurement Seminar slide deck, "Scoreboarding," 1995, rev. Jan 18. 2011, "work\download-docs\SCOREBD-short.PPT"
- And SI-627 Lecture 3b, Objectives and Measurement, Feb 4, 2021, "SI-627 IT Leadership - Objectives and Measurement.pptx"
Types of Data
- Counts and amounts (tallies, dollars)
- Direct and derived (raw, ratios)
- Soft measures (surveys)
- QTCQ objectives:
- Quality: (e.g., days without incident)
- Timeliness (e.g., MTTI, MTTC)
- Cost (e.g., percent of budget, network cost per terminal, revenue per employee)
- Quantity (e.g., number of problem calls)
Types of Measures: QTCQ:
- Quantity – how many?
- Timeliness – done when?
- Cost – what was the expense?
- Quality – how effective?
Exercise
For each type of constituent, list as many expectations as possible
- For Customers, Employees, Shareholders and Management
- Think of expectations in terms of QTCQ parameters (quality, time, cost and quantity)
- Give each expectation a 1-4 rating of how important it is to the constituent (4=highest)
- Give each a 1-5 effectiveness rating for how well you meet or exceed it (5=highest)
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