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Published in:
2011 | OriginalPaper | Chapter
Final Product: The Metrics Report Card
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Chapter 9 introduced the metrics I developed to answer the leadership’s question for our organization. If only the service provider and the executive leader were to be viewers of the results, I could have moved directly to publishing the metric. But since the metrics would go through rigorous review throughout the management chain, and also be seen by customers, I had to find a way to make the results usable (if not readable) at each level.