Metrics_ How to Improve Key Business Results - Martin Klubeck [149]
So, let's look at some of the resources and references I've found useful in my metric journey.
Web Sites
The following are web sites that I've found useful.
XPC Palladium Group
XPC (http://community.thepalladiumgroup.com) is primarily a community for discussing Balanced Scorecard methods, but I have found it a good place to converse on metrics in general. Most of the participants on the site are disciples of Kaplan and Norton and believe in using measurement in ways I disagree with. The good news is they are open to other opinions. It is a well-run web site. Just recently I have heard that they are going to charge for membership—and as you may have ascertained from my opinions on tools, I don't believe in paying for the opportunity to network. As with all of my recommendations, check it out (especially if you have to pay) before you buy.
I like networking; especially networking for professionals. In addition to the LISTSERVs I participate in through different organizations, I enjoy LinkedIn (www.linkedin.com). LinkedIn groups allow for conversations and discussions on pretty much any topic you want—and you can simply create a new group/topic if it doesn't exist. I belong to more than one group concerned with metrics (Performance Measurement, IT Performance Measurement, and IT Metrics–CEITPS) and have found them to be very useful. And membership is free.
The Consortium for the Establishment of Information Technology Performance Measures (CEITPS)
CEITPS (www.ceitps.org) is a nonprofit organization that I founded for the sole purpose of developing standards for IT performance measures. It is a very young organization. All standards created by this organization will be made available free to the public via the web site. Membership has a minimal fee and the biggest benefit you get for your money is that you are given the opportunity to help in creating and voting on the standards. The membership income is used to pay for the web presence only.
smartKPIs
smartKPIs.com is a repository of Key Process Indicators (measures). Since it offers free access to a good portion of its KPIs, I think it is worthy of mention. I can't recommend paying for any of their offerings (only premium subscribers have access to calculation, references, and PDF export and filtering functionalities) as it goes against my beliefs toward benchmarks and canned metrics. But, if you want to see what others have come up with, the free catalog of examples is a good place to start.
I won't repeat all of the cautions I've offered in the book—but I will suggest that if you use this (or other comparable references) that you do so with a grain of salt and also ask around. Your industry peers should be great sources, and by asking them you'll build your relationships and your professional network.
Books
You might guess which books I'll list here; they're ones I've referenced throughout the book.
How to Measure Anything
How to Measure Anything: Finding the Value of Intangibles in Business by Douglas W. Hubbard (John Wiley & Sons, 2007). I love Hubbard's positive, can-do attitude when it comes to finding ways to measure literally anything. I especially enjoyed his work on calibrating your ability to estimate accurately. Some of it was a little too deep for me, but I found almost all of it useful and an easy read. All in all, it is a nice text on how to measure and estimate—untethered to any specific improvement methodology. I recommend this book, but suggest you may find yourself picking and choosing chapters to read or reference.
Transforming Performance Measurement
Transforming Performance Measurement: Rethinking the Way We Measure and Drive Organizational Success by Dr. Dean R. Spitzer (American Management Association, 2007) is another favorite. I found it easy to read (with minor exceptions). I consider Dean a kindred spirit. Most of my disagreements come in how to deal with the fear, uncertainty, and doubt that surround metrics. I find