Tuesday, May 13, 2014

Measuring for Success: The "Science of Metrics" Tour

science of metrics logo

We've all heard it: "You can't manage what you don't measure."* But what do you measure? How? How often? To whom do you report the numbers? How often should you review these measures to make sure you're measuring the right things?

I'll tackle one of the questions in Boston on May 30th when I present Why You Need a Metrics Review as part of the "Science of Metrics" program, representing HDI's New England and Northern New England local chapters. Building on recent HDI research and thought leadership in the support industry, this presentation shows why many of the measurements used today are not as relevant anymore, why support centers need to shift from quantitative to qualitative metrics, and how important it is to understand and integrate with the strategic priorities of the business or institution. The business environment has changed; your metrics need to change, too.

Come join me and renowned service management thinkers Malcolm Fry, David Ratcliffe and others. It's only $25 to register, and who knows how much it will save your organization?

*Although often incorrectly attributed to Peter Drucker, this is from W. Edwards Deming