"Some say you only get what you measure. I say that’s all you get." — A. Donald Stratton
It is not enough to simply create a numeric measure. The measure should accurately reflect the process. We use metrics to base decisions on and to focus our actions. It is not only important to measure the right indicators, it is important to measure them well.
Choosing the right metrics is critical to success. Although there may never be a single perfect measure, it is certainly possible to create a measure or even multiple measures which reflect the performance of your system. If the metrics are chosen carefully, then, in the process of achieving their metrics, managers and employees will make the right decisions and take the right actions that enable the organization to maximize its performance.
If you don’t measure your organization’s improvement, you won’t monitor it, and if you don’t monitor your organization’s improvement, you can’t manage it. If you don’t manage your organization’s improvement, it will fail.