Final Product: The Metrics Report Card

Martin Klubeck

Chapter Chapter 10 in Metrics, 2011, pp 211-241 from Springer

Abstract: Abstract 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.

Keywords: Service Provider; Customer Satisfaction; Grade Point Average; Final Grade; Time Caller (search for similar items in EconPapers)
Date: 2011
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DOI: 10.1007/978-1-4302-3727-3_10

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