Metrics_ How to Improve Key Business Results - Martin Klubeck [1]
Chapter 8: Expectations: How to View Metrics in a Meaningful Way
Chapter 9: Creating and Interpreting the Metrics Report Card
Chapter 10: Final Product: The Metrics Report Card
Chapter 11: Advanced Metrics
Chapter 12: Creating the Service Catalog: How to Enhance the Report Card
Chapter 13: Establishing Standards and Benchmarks
Chapter 14: Respecting the Power of Metrics
Chapter 15: Avoiding the Research Trap
Chapter 16: Embracing Your Organization's Uniqueness
Appendix: Tools and Resources
Index
About the Author
Martin Klubeck is a strategy and planning consultant at the University of Notre Dame and a recognized expert in the field of practical metrics. He holds a master's degree from Webster University in human resources development and a bachelor's in computer science from Chapman University. He is coauthor of Why Organizations Struggle So Hard to Improve So Little and numerous articles on metrics. His passion for simplifying the complex has led to the development of a simple system for developing meaningful metrics. Klubeck is also the founder of the Consortium for the Establishment of Information Technology Performance Standards, a nonprofit organization focused on providing much-needed standards for measures.
About the Technical Reviewer
Russ Cheesman is a senior information technology professional and consultant with experiences in all phases of the System Development Life Cycle. Much of his career had been devoted to enabling IT solutions for business problems and/or opportunities. He has served as an IT manager and practitioner in many industry sectors, including banking/financial, manufacturing, construction, retail, pharmaceutical, telecommunications, and health care. Mr. Cheesman, in recent years, has been practicing business performance measurement and management within several IT and health care organizations through the use of business strategy, balanced scorecards, metrics, key performance indicators, and business analytical systems.
Mr. Cheesman was happy to serve as the senior technical reviewer for this book and related concepts on metrics, and looks forward to its release and subsequent value to all those individuals, groups, and organizations that desire improvement, continuous maturation, and peak performance.
Acknowledgments
The purpose of an acknowledgment, as I understand it, is to let those people who helped make this achievement possible know that I didn't forget their contributions. This chore makes this easily the most stressful part of writing a book.
I don't want to forget any of my friends or colleagues who helped me by reviewing, critiquing, or suggesting edits to the work as it was in progress, especially: Don Padgett, Danita Leese, Leah Lang, Keith (Mac) McIntosh, Marin Stanek, and my brother Irving. Thanks for the short-notice reads. Thanks for the kind words. And thanks for being there.
Of course, Russ Cheesman has to be thanked for his work as my technical reviewer. Although Russ and I disagreed as often as we agreed about metrics and their use, when asked for a recommendation, I immediately thought of Russ for the job. His honest and passionate position, his large knowledge base, and his expertise made him an easy choice. Thanks, Russ, for your hard work, your many suggestions, and your honest appraisals.
I want to give a special thanks to Michael Langthorne. Not only were you my most dependable reviewer, but your early and consistent encouragement to take this journey, on my own, was instrumental to me starting and finishing this work. I appreciate your help, guidance, and gentle but steady shoves very much. Thanks. I truly could not have done this without you.
I also want to thank Jeff Olson, Kimberly Burton, and Annie Beck. Although you made up the Apress editorial team, and were “just doing your jobs,” I can't say I saw you that way. I greatly appreciate your help. You were honest, consistent, and fair. You were focused on producing the best product possible for Apress while showing sincere concern for my position as an author. Someday,