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Metrics, Modeling & Coaching

Julia Wester
October 20, 2015

Metrics, Modeling & Coaching

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. 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
  4. Shaming encourages gaming “If you measure me in an illogical

    way… do not complain about illogical behavior” – Goldratt
  5. Better and with company trend Oops. Still good, but trending

    adversely Creeping up… Coaching advice Don’t solely focus on data points Monitor trends
  6. 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
  7. 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
  8. Q&A We would like help with understanding What balance of

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

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