DOES15 - Troy Magennis and Julia Wester - Metrics and Modeling – Helping Teams See How to Improve
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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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Transcript of DOES15 - Troy Magennis and Julia Wester - Metrics and Modeling – Helping Teams See How to Improve
Julia WesterImprovement Coach at LeanKit
@everydaykanbanwww.leankit.com
Troy MagennisConsultant at Focused
Objective@t_magennis
FocusedObjective.com
Metrics, Modeling & CoachingHelping teams see how to improve
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
Avoid vanity
metrics
System UptimeAvoid 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
Don’t Measure
Individuals
Value Team Performance
The Carmelo Anthony effect
Individual <
Team
Story Source: Larry Maccherone
Shaming encourages
gaming
“If you measure me in an illogical way… do not complain about illogical behavior” – Goldratt
Shaming encourages
gaming
Measure team
outcomes
“Where there is fear, the figures will be wrong” - Deming
Don’t create a wobbly
business
Keep metrics balanced
8Source: Larry Maccherone
Don’t be afraid of
trade-offs
Trade some “best” to
make others less “worse”
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Better and with company trend
Oops. Still good, but trending adversely
Creeping up…
Coaching adviceDon’t solely focus
on data points
Monitor trends
Teams naturally sampled the dots and discussed
improvements
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Interaction invites
exploration
Make it beautiful
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
Top 5 Takeaways
Measure valuable outcomes, not individualsActively monitor a set of balanced metrics
Keep your metrics inventory small
Monitor trends and expose trade-offs
Provide beautiful interaction to engage big brains
Q&AWe would like help with understandingWhat balance of metrics you use and why?
What are your questions?
Thank you!Julia Wester
Improvement Coach at LeanKitTwitter: @everydaykanban
www.leankit.com
Troy MagennisConsultant at Focused Objective
Twitter: @t_magennisFocusedObjective.com
