Troy Magennis, President, Focused Objective Julia Wester, Improvement Coach, Leankit 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.

1. Julia Wester
Improvement Coach at LeanKit
@everydaykanban
www.leankit.com
Troy Magennis
Consultant at Focused Objective
@t_magennis
FocusedObjective.com
Metrics,
Modeling &
Coaching
Helping teams see how
to improve

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. Avoid
vanity
metrics

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. Don’t
Measure
Individuals
Value Team
Performance
The Carmelo
Anthony effect
Individual
<
Team
Story Source: Larry Maccherone

6. Shaming
encourages
gaming
“If you measure me in an illogical way… do not
complain about illogical behavior” – Goldratt

7. Shaming
encourages
gaming
Measure
team
outcomes
“Where there is fear, the figures will be wrong”
- Deming

8. Don’t
create a
wobbly
business
Keep metrics
balanced
8Source: Larry Maccherone

9. Don’t be
afraid of
trade-offs
Trade some
“best” to
make others
less “worse”
9

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. Teams naturally sampled the
dots and discussed
improvements
11
Interaction
invites
exploration
Make it
beautiful

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. 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. Q&A
We would like help with understanding
What balance of metrics you use and
why?
What are your questions?

15. Thank you!
Julia Wester
Improvement Coach at LeanKit
Twitter: @everydaykanban
www.leankit.com
Troy Magennis
Consultant at Focused Objective
Twitter: @t_magennis
FocusedObjective.com