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Metrics, Modeling & Coaching

1100c19690e8eb006da7a35a6b17be97?s=47 Julia Wester
October 20, 2015

Metrics, Modeling & Coaching

1100c19690e8eb006da7a35a6b17be97?s=128

Julia Wester

October 20, 2015
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  1. Julia Wester Improvement Coach at LeanKit @everydaykanban www.leankit.com Troy Magennis

    Consultant at Focused Objective @t_magennis FocusedObjective.com Metrics, Modeling & Coaching Helping teams see how to improve
  2. Descriptive - statistics • Prepares and analyzes historical data •

    Answers “What happened?” and “Why?” Prescriptive – big human brains • Finds better ways to operate • Focuses on objectives, balances constraints • Answers “What outcomes do we want?” Predictive – big data • Predicts future probabilities & trends • Answers “What could happen?” Analytics are expensive Invest wisely
  3. Avoid vanity metrics

  4. System Uptime Avoid vanity metrics Challenge each metric by asking

    “So What?” Customer Outage Impact Ability to quickly respond to needs (MTTR, etc.) Business Value Delivered Customer Satisfaction # of Tickets closed Instead, measure Also measure
  5. Don’t Measure Individuals Value Team Performance The Carmelo Anthony effect

    Individual < Team Story Source: Larry Maccherone
  6. Shaming encourages gaming “If you measure me in an illogical

    way… do not complain about illogical behavior” – Goldratt
  7. Shaming encourages gaming Measure team outcomes “Where there is fear,

    the figures will be wrong” - Deming
  8. Don’t create a wobbly business Keep metrics balanced 8 Source:

    Larry Maccherone
  9. Don’t be afraid of trade-offs Trade some “best” to make

    others less “worse” 9
  10. Better and with company trend Oops. Still good, but trending

    adversely Creeping up… Coaching advice Don’t solely focus on data points Monitor trends
  11. Teams naturally sampled the dots and discussed improvements 11 Interaction

    invites exploration Make it beautiful
  12. Trying to find groups of root cause, but not there

    yet, so just segmenting on text analysis Interaction invites exploration Go beyond the surface & explore root causes
  13. Top 5 Takeaways Measure valuable outcomes, not individuals Actively monitor

    a set of balanced metrics Keep your metrics inventory small Monitor trends and expose trade-offs Provide beautiful interaction to engage big brains
  14. Q&A We would like help with understanding What balance of

    metrics you use and why? What are your questions?
  15. Thank you! Julia Wester Improvement Coach at LeanKit Twitter: @everydaykanban

    www.leankit.com Troy Magennis Consultant at Focused Objective Twitter: @t_magennis FocusedObjective.com