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Metrics and Coaching

Helping teams see and understand their process highlights areas that need improvement. This session shows how to make team data visible in ways that lead to improvement action and how to avoid the pitfalls and traps of managing by numbers. With examples of good and bad techniques for showing data and coaching teams, this session will help choose a path for helping teams develop an analytical angle to their technical skills.

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Metrics and Coaching

  1. 1. Julia Wester Improvement Coach at LeanKit @everydaykanban Troy Magennis Consultant at Focused Objective @t_magennis Metrics, Modeling & Coaching Helping teams see how to improve
  2. 2. Descriptive - statistics • Prepares and analyzes historical data • Answers “What happened?” and “Why?” Prescriptive – big human brains • Finds better ways to operate • Focuses on objectives, balances constraints • Answers “What outcomes do we want?” Predictive – big data • Predicts future probabilities & trends • Answers “What could happen?” Analytics are expensive Invest wisely
  3. 3. Avoid vanity metrics
  4. 4. System Uptime Avoid vanity metrics Challenge each metric by asking “So What?” Customer Outage Impact Ability to quickly respond to needs (MTTR, etc.) Business Value Delivered Customer Satisfaction # of Tickets closed Instead, measure Also measure
  5. 5. Don’t Measure Individuals Value Team Performance The Carmelo Anthony effect Individual < Team Story Source: Larry Maccherone
  6. 6. Shaming encourages gaming “If you measure me in an illogical way… do not complain about illogical behavior” – Goldratt
  7. 7. Shaming encourages gaming Measure team outcomes “Where there is fear, the figures will be wrong” - Deming
  8. 8. Don’t create a wobbly business Keep metrics balanced 8Source: Larry Maccherone
  9. 9. Don’t be afraid of trade-offs Trade some “best” to make others less “worse” 9
  10. 10. Better and with company trend Oops. Still good, but trending adversely Creeping up… Coaching advice Don’t solely focus on data points Monitor trends
  11. 11. Teams naturally sampled the dots and discussed improvements 11 Interaction invites exploration Make it beautiful
  12. 12. Trying to find groups of root cause, but not there yet, so just segmenting on text analysis Interaction invites exploration Go beyond the surface & explore root causes
  13. 13. Top 5 Takeaways Measure valuable outcomes, not individuals Actively monitor a set of balanced metrics Keep your metrics inventory small Monitor trends and expose trade-offs Provide beautiful interaction to engage big brains
  14. 14. Q&A We would like help with understanding What balance of metrics you use and why? What are your questions?
  15. 15. Thank you! Julia Wester Improvement Coach at LeanKit Twitter: @everydaykanban Troy Magennis Consultant at Focused Objective Twitter: @t_magennis