From the course: Process Improvement Foundations
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Measuring the right thing
From the course: Process Improvement Foundations
Measuring the right thing
- If you try to measure everything, that could take a lot of work, and you might end up not knowing which numbers to focus on. Often measurements are self-contradictory too. You might be wanting to increase quality and reduce costs and be measuring both. But then which one do you give priority to? And of course, if you do get your costs down, you need to make sure it's not affecting your quality or anything else important. Never measure or try to interpret just one number without context. If your turnover has gone up, what about your profit? Maybe someone's been cutting prices in order to sell more. And if your numbers employed have gone up, is that good or bad? It depends on your turnover. Even something like complaints may have gone up because you're getting better at listening to your customers or doing some ambitious work. So never measure just one number. There's something hard to resist about numbers.…
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