Establishing Appropriate Metrics...
Performance measurement is sometimes seen as an encumbrance to doing the work itself, but if you do not know how you are performing how can you identify failings and introduce improvements? It is best to adopt the widest possible interpretation of the terms and addresses the issues of metrics, quantitative approaches to measurement across the spectrum of information services as well as the qualitative aspects of service provision.
Appropriate Metrics should include:
Quantitative and Qualitative Analysis
Does Data Enhance Organizational Effectiveness
Quality Techniques and Quality Improvement
Training and Education
Methods for Performance Measurement and Metrics
Standard Assessment Tools
Using Emerging Technologies
Setting Standards or Service Quality
The rapidly changing face of information provision has had a significant effect on requirements for increased levels and different types of service, accountability and new standards and regulations, all of which place increasing demands on the performance measurement. From identifying the key features of top performing companies, to justifying investment and monitoring use, therefore development of such meaures is critical to correctly managing change in your company.