The Do's and Don'ts For Good Metrics

In this wrap-up, we assign a powerful, hands-on homework exercise: to generate a comprehensive set of input and output metrics that can answer three foundational business questions. This process, built on the tools and frameworks we've covered, is the first real step in building a metrics-driven, customer-obsessed organization.

Key Takeaways:

• We focus on three key questions:

  1. How did our business do last week?

  2. What was the customer experience like last week?

  3. Are we on track to hit our goals?

• We use four core methods to identify input metrics:

  1. Metrics Mapping – Drill down from business goals to uncover metric drivers.

  2. Customer Experience Mapping – Map and measure every customer interaction.

  3. Customers – Mine support data and engage with end users directly.

  4. Defects – Use root cause analysis (like CoEs) to find and track preventable errors.

• We cast a wide net—hundreds of metrics is a good start: This is not about picking the “best” metrics yet. We brainstorm 200–300 across all functions without concern for whether they’re inputs or outputs, or even if they can be measured immediately.

• We avoid vague or compound metrics: Good metrics are discrete, observable, and repeatable by different people or systems. Avoid averages where possible—percentiles and RMS error are often better indicators of variation and performance.

• We assign priorities and assess data readiness: After brainstorming, we tag each metric as Priority 1, 2, or 3 and indicate whether the data is currently available. This helps build a phased implementation plan for metrics collection and review.

This assignment launches the foundational work needed to operationalize a weekly business review (WBR). It sets the stage for measurement, analysis, improvement, and control—ensuring our teams are focused on the right inputs to drive the right outcomes.

To dive deeper into Input Metrics Mastery and learn more from Bill and Colin, follow these links:

• Take the full course at their website: https://workingbackwards.com/
• Buy the book: https://www.amazon.com/Working-Backwards-Insights-Stories-Secrets/dp/1250267595
• Bill's LinkedIn: https://www.linkedin.com/in/bill-carr/
• Colin's LinkedIn: https://www.linkedin.com/in/colinbryar/