Metrics that make sense
There is a lot of talk about metrics in business and government, but how often do
the metrics used make sense? How often are they really used to make decisions? How
are they best developed and managed?
Further confusing the use of metrics are the various approaches to implementing
and managing business metrics. What is the right approach?
The truth is that practically every approach to impementing metrics has strengths
and weaknesses. They key is to develop and implement a metrics approach that makes
sense for your organization. Decision criteria can include things like business
type, financial model (cost center, P&L, Gov't), customer types, etc.
MSI works with clients to design and implement metrics management methods that
are holistic in nature, that integrate to provide a picture of overall Quality,
and are measureable. These metrics must be holistic, accounting for all important
aspects of Quality such as cost, performance, and customer satisfaction so that
business decisions are not born of myopia. Lastly, these metrics must be measurable
without adding cost or disrupting normal business processes.
MSI possesses expertise in the major metrics management techniques such as balanced
scorecard as well as in the development of custom metrics systems. Additionally,
our consultants bring a set of pre-built templates and tools for requirements implementation