I
Index
A
Answer Key
examples tiers
fifth tier
first tier
fourth tier
information
process health efficiency
process health issues
product/service health effectiveness
measures type
quality check
work distribution
metrics shortcut
second tier
return vs. investment
State of the Union
third tier
company effectiveness
deliver
future health organization
human resources concern
organization views
service/product
tiers
tool
B
Benchmarks
baseline establishment
competitor performance
competitor’s availability
customer satisfaction data
goal
metrics
network availability
C, D, E
Common language
data
data-metric paradox
comprehensive metric
metric design
measures
plain English
root questions
analogy
collectable components
data collection
direction determination map
focus and direction
metric definition
Three Little Pigs
vocabulary
Customer satisfaction
F, G, H
Future health
components
program and project status
quadrant 4
strategic planning
I, J, K, L
Indicators
accurate metrics
facts misinterpretation
qualitative vs. quantitative data
variance and error
M, N
Metrics
analytical tools
Capability Maturity Model
change basis
company’s health
definition
development
analysis phase
analysis schedule
automated system
automated tools
collection process
collection schedule
customers
fear factor
information sharing
metric designing
metric picture
narrative description
non-threatening tool
personal data
productivity
public domain
purpose statement
raw data accuracy
reporting schedule
root question
timetables
timing
visual depiction
workload division metric
zero defects
guidelines
improvement
Lean Six Sigma
organizational immaturity
owners
software tools
statistical analysis
Total Quality Management
Metrics designing
automated data
human provision
rules of thumb
software and hardware
surveys
development (see Metrics)
information, measures and data identification
root question (see Root question)
spaghetti code
O
Organizational health
employee satisfaction
quadrant 3
reward and recognition
skills and training
work environment
workers viewpoint
P
Process health efficiency
cost
organizations processes and procedures
quadrant
quality
time
Q
Qualitative collection tools
R
Root question
documented strategic plan
Emerald City Services
Five Whys tool
metrics design
testing
S
Spaghetti code
Standards
data warehouse
interoperability
performance measures
T, U, V, W, X, Y, Z
Triangulation
collection method and sources
availability
customer satisfaction
delivery
usage
conflict
high vs. low result
interpretation
debated and challenge
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