Metrics, Modeling & Coaching

Transcript

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
   

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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
   

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3. Avoid
   vanity
   metrics
   

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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
   

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5. Don’t
   Measure
   Individuals
   Value Team
   Performance
   The Carmelo
   Anthony effect
   Individual
   <
   Team
   Story Source: Larry Maccherone
   

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6. Shaming
   encourages
   gaming
   “If you measure me in an illogical way… do not
   complain about illogical behavior” – Goldratt
   

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7. Shaming
   encourages
   gaming
   Measure
   team
   outcomes
   “Where there is fear, the figures will be wrong”
   - Deming
   

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8. Don’t
   create a
   wobbly
   business
   Keep metrics
   balanced
   8
   Source: Larry Maccherone
   

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9. Don’t be
   afraid of
   trade-offs
   Trade some
   “best” to
   make others
   less “worse”
   9
   

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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
    

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11. Teams naturally sampled the
    dots and discussed
    improvements
    11
    Interaction
    invites
    exploration
    Make it
    beautiful
    

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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
    

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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
    

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14. Q&A
    We would like help with understanding
    What balance of metrics you use and
    why?
    What are your questions?
    

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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
    

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