“None of these metrics would keep me awake at night or would cause heavy discussion on accuracy and validity of the metric. That was reserved for one metric: “Predictability”. Predictability was our #1 metric for customer satisfaction. It also had all the characteristics of a badly chosen metric..”

When Paul Harmon asked me to write a column for Business Process Trends about my experiences as Senior Director of IT Business Process Management at Hewlett Packard, I felt that it would be a wonderful opportunity to share my thoughts on some of the problems and the opportunities involved in setting up a BP change organization. At […]