Start here · Essential guide
Measuring Centralized Operations: Choosing Metrics That Matter
How to choose a small set of operations metrics tied to goals, check that they are usable, and review them on a regular rhythm without drowning in numbers.
Foundations and Reference
Metrics and Measurement
Choosing, defining and reviewing measures without fooling yourself.
Building a Simple Operations Dashboard
Practical choices on layout, audience and refresh frequency that decide whether an operations dashboard gets checked or ignored, with tips for keeping it simple.
Defining a Metric Precisely
How to write a metric definition with its purpose, data source, calculation rules and edge cases so that everyone reading the number understands it the same way.
Establishing a Baseline Before Changing Anything
Why recording current performance before a change makes later comparisons fair, and how to collect a baseline period, handle seasonality and note what else changed.
Leading and Lagging Indicators
The difference between early-signal and outcome measures, with simple illustrative examples from IT, finance and supply chain, and how to combine them sensibly.
Measuring Cost and Value of Internal Functions
Ways to describe what central functions such as IT, finance or HR deliver beyond their cost, including service volumes, quality, risk reduction and stakeholder views.
Running Regular Performance Reviews
How to structure recurring performance reviews so metrics lead to decisions and follow-up actions, covering agenda, attendees, preparation and common pitfalls.
Service Desk Metrics and What They Tell You
Common service desk measures such as resolution time, first contact resolution, backlog and satisfaction, what each shows, and how each can mislead if read alone.
Unintended Effects of Targets
How performance targets can distort behavior, with common patterns and practical ways to design measures that are harder to game and less likely to backfire.
Related topics