Metrics pp 211-241 | Cite as

Final Product: The Metrics Report Card

  • Martin Klubeck


Chapter 9 introduced the metrics I developed to answer the leadership’s question for our organization. If only the service provider and the executive leader were to be viewers of the results, I could have moved directly to publishing the metric. But since the metrics would go through rigorous review throughout the management chain, and also be seen by customers, I had to find a way to make the results usable (if not readable) at each level.


Service Provider Customer Satisfaction Grade Point Average Final Grade Time Caller 
These keywords were added by machine and not by the authors. This process is experimental and the keywords may be updated as the learning algorithm improves.


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© Martin Klubeck 2011

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  • Martin Klubeck

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