Metric-Driven Coaching

W. Edwards Deming said, “You can’t manage what you can’t measure.” But how do you know if you’re measuring the right things? All too often teams fall prey to misleading metrics, missing invaluable opportunities to grow and improve.

In this webinar, I’ll show you how to choose the right metrics to measure your team’s effectiveness and encourage the right behaviors. Then, I’ll explain how metric-driven coaching can help teams understand their process and highlight areas for improvement.

Transcript

1. Metric-Driven Coaching
   

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2. Julia Wester
   Improvement Coach
   LeanKit
   @everydaykanban
   

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3. @everydaykanban
   A bit about me…
   

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4. @everydaykanban
   Why
   Metric-Driven
   

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5. Learn to choose metrics that
   further organizational goals and
   how to use them to coach teams
   @everydaykanban
   The Goal
   

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6. @everydaykanban
   Anyone who…
   § Gathers metrics
   § Does things that are
   measured
   § Just wants to learn
   more about metrics
   Who should care
   about this topic?
   

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7. The Basics
   of Metrics
   @everydaykanban
   

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8. @everydaykanban
   Source: http://zeshanjaffari.com
   

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9. Analytics are
   expensive,
   invest wisely
   @everydaykanban
   

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10. @everydaykanban
    Measuring everything obscures
    what is truly important
    

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11. Start with
    a clear goal
    and make
    a metrics
    diagnosis
    @everydaykanban
    

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12. @everydaykanban
    

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13. @everydaykanban
    KNOW YOUR
    

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14. GQM Technique
    @everydaykanban
    Goal Questions Metrics
    

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15. @everydaykanban
    Symptoms of dangerously
    wielding metrics
    

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16. Symptom:
    We think it
    shows
    something it
    doesn’t
    @everydaykanban
    I sure do
    get a lot
    done!
    I add so
    much
    value!
    

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17. @everydaykanban
    

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18. @everydaykanban
    Symptom:
    We think
    that a metric
    never
    expires
    

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19. @everydaykanban
    Symptom: We think shame corrects behavior
    

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20. Symptom:
    We think
    focusing on
    individuals
    makes great
    team members
    @everydaykanban
    

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21. What you measure
    shows what you value
    @everydaykanban
    

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22. Avoiding metrics
    minefields
    @everydaykanban
    

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23. Does it:
    • matter to my customer?
    • help me make a decision
    or take action?
    Make sure it passes
    the “So What?” test
    @everydaykanban
    

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24. @everydaykanban
    Measure team
    performance
    over individuals
    

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25. Understand the
    danger-to-value
    ratio
    @everydaykanban
    

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26. @everydaykanban
    Keep a
    balanced set
    of metrics
    Source: Larry Maccherone
    

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27. @everydaykanban
    My F5 QBR
    metrics
    mapped to
    quadrants
    DO  IT  FAST DO  IT  RIGHT
    DO  IT  ON  TIME KEEP  DOING  IT
    - Open vs Closed
    Trends
    - Cycle Time Trends
    - Incidents by
    application Trends
    - Customer Satisfaction
    - % of SLA Breaches for
    the QTR + Trend
    - Ongoing project
    progress
    - Team happiness
    (subjective wellbeing)
    - QoQ trends used for
    all metrics (in all quads)
    

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28. Visualization matters
    • Show metrics together on a dashboard
    • Use soft colors, avoid red & green
    • Visually focus on trends, not data points
    • Compare using trends, not numbers
    • Tailor the visualization for different audiences
    @everydaykanban
    

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29. @everydaykanban
    Invite exploration using visual appeal
    

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30. Your set of metrics should fit your unique context and problems.
    No one has the perfect set of metrics that blindly apply to all teams.
    @everydaykanban
    

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31. What about LeanKit’s
    metrics?
    @everydaykanban
    

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32. @everydaykanban
    LeanKit
    Metrics
    

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33. @everydaykanban
    

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34. @everydaykanban
    

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35. @everydaykanban
    

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36. Take your LeanKit data and
    create reports in Tableau
    that give insight into
    your specific context
    and help solve
    your specific problems.
    Custom Reporting
    

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37. @everydaykanban
    Balanced
    dashboard
    with
    coaching
    advice…
    that
    changes as
    the data
    changes
    Source: Troy Magennis, Focused Objective
    

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38. Takeaways
    @everydaykanban
    § Know your problem & map the GQM (goals-questions-metrics)
    § Measure teams rather than individuals
    § Understand the risk/reward ratio of each metric
    § Choose & display a balanced set of metrics
    § Coach teams to make appropriate trade-offs
    § Regularly search for and replace expired metrics
    

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39. References
    @everydaykanban
    Troy Magennis
    @t_magennis
    FocusedObjective.com
    PuppetLabs &
    IT REVOLUTION
    @PuppetLabs
    #StateOfDevOps
    Victor Basili
    Goal-Question-
    Metrics
    Larry Maccherone
    @LMaccherone
    Patrick
    Lencioni
    The Advantage
    

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40. @everydaykanban
    

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41. www.leankit.com
    ©2015 LeanKit Inc.
    

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