Type of Metrics for Operation Teams
Operations Teams all need metrics. Most the time teams have too many metrics. The key is to clearly understand objective of each metric and how it fits into overall metric strategy. Here is a framework I have built over the years.
| Types | Objective | Description |
|---|---|---|
| Outcome Metrics | Measures desired state of value or behavior that will be generated by product or service. | Outcome metrics should be few in number and the high level of metrics that represent value the entire organization acknowledges |
| Control Metrics | Design to measure consistency, standardization, detect anomalies/exceptions, can we very actionable. | a.k.a process metrics. These should represent key control points in operation that needs to function effectively. The performance of identified control points should contribute to outcomes metrics |
| Compliance Metrics | Drive adoption, measure desired behavior | Commonly used to change behavior or help with moving to new systems, tools, and processes. |
| Risk Metrics | Identifies potential issues or areas needing additional assessment. | |
| Sentiment Metrics | Perception, Feeling, can have spectrum of Responses, commonly qualitative, can be informative indicator of retention, loyalty, and growth. |
Written on August 24, 2019