OPS 571 Week 6 DQ 6 -
Students often shy away from dealing with metrics. However, this is the only way you can tell for sure if your changes to a process make a difference. Metrics can be small - like the time it takes to complete a task or very broad financial metrics like profit. In BellSouth we used measurements like numbers of calls block, defects per 100 lines and days to complete an installation. Think of a critical process in your business what metrics do you use to measure it?