You might be thinking, “When should I look at using the other quadrants of the Answer Key?” I’ve tried my best to keep you from delving into the other quadrants before your organization has had time to work with the Product/Service Health metrics, where you’ll get the most benefit initially. This doesn’t mean that you can’t build metrics to answer specific root questions. But, if you are tasked with developing a metrics program (or are doing the tasking), I’m encouraging you to slowly introduce these concepts and tools into your organization.
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