The Dilbert comic strip has mocked nearly every aspect of corporate America for decades. Among those targets includes process improvement methodologies and management fads. And, funny enough, there are lessons we can learn from the good-natured criticisms. “I Assure You That This Program Has… Read More
Process improvement often focuses on easily measured metrics: the time required to complete a task, error rates, transactions per time period. Six Sigma projects in IT often focus on easily quantified bottlenecks like bandwidth, uptime, and the utilization rate of humans. Yet there is… Read More
Task based performance metrics, at their root level, measure someone’s performance based on quantity instead of quality. The attraction is the ease of counting the tasks completed, but there are problems caused by using this type of metric in IT.
Businesses are only efficient when they have a singular focus. This could have several facets, such as providing the highest quality service while hiring local people or providing employment for a specific population. A more common variation is providing high service at a low cost… Read More