Measurement and Reporting
Definition
"Support good decision-making and continual improvement by decreasing the levels of uncertainty."
The practice requires three core functions:
- Ensure measurements are driven by objectives
- Ensure quality and availability of measurement data
- Ensure effective reporting to support decision-making
Key Terms
Measurement: "a means of decreasing uncertainty based on one or more observations that are expressed in quantifiable units."
Metric: "a measurement or calculation that is monitored or reported for management and improvement."
Performance: "a measure of what is achieved or delivered by a system, person, team, practice, service, or other."
Key Performance Indicator (KPI): "an important metric used to evaluate the success in meeting an objective."
Processes
Designing the Measurement and Reporting System
- Develop metrics and measurement methods
- Form KPI scorecards
- Design report templates and reporting policy
Reporting and Evaluating
- Data gathering and processing
- Data analysis and reporting
- Report evaluation and decision making
Key Metrics
| Metric | What it measures |
|---|---|
| Data-to-errors ratio | Data quality |
| Reports without errors | Report accuracy |
| Consumer satisfaction with data quality | Perceived data reliability |
| Automatically generated reports | Automation maturity |
| Report timeliness | Delivery speed |
| Stakeholder satisfaction with reports | Report usefulness |
Key Roles
💡
No specific role designated for this practice. Measurement and reporting responsibilities are typically distributed across practice owners and service managers.
Recommendations for Success
- Link metrics to actions and improvements
- Use metrics to drive key questions
- Visualize and communicate
- Align metrics with organizational goals
- Ensure reports support decision-making
- Consider technical limits in metric design
- Understand behavioral impact of metrics
- Ensure data consistency with proper management solution
Relationships to Other Practices
| Related Practice | Interaction |
|---|---|
| Service Level Management | SLA metrics drive reporting requirements |
| Continual Improvement | Measurement data identifies improvement opportunities |
| Risk Management | Key Risk Indicators require measurement |
| Financial Management | Financial metrics are a key reporting category |
| Monitoring and Event Management | Monitoring provides raw data for measurement |
Software Tools
- Analysis and reporting tools
- Collaboration and communication tools
- Knowledge and document management tools
- Orchestration and integration platforms
- Workflow and task management tools