Measurement and Reporting
6 articles on Measurement and Reporting, newest first.
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Avoiding the Watermelon Effect
A service looks green outside and red inside when headline targets conceal poor experience, recurring risk or harmful variation.
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Why Measure and Report Service Performance
Measurement supports control, decisions, accountability, learning and improvement; reporting turns selected evidence into a message for a defined audience.
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Designing Consumer-Focused Metrics
Consumer-focused metrics reveal outcome, effort, experience and reliability from the receiving side rather than only internal activity.
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Using Metrics to Drive Improvement
A metric drives improvement when it has a clear purpose, credible definition, owner, target logic and a route from insight to action.
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Choosing the Right Measurement Period and Granularity
The reporting period and level of detail can reveal or conceal meaningful patterns, so they should match demand, risk and decision timing.
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Reporting Without Misleading Graphs or Conclusions
Clear reporting distinguishes fact, interpretation and hypothesis and uses visual forms that preserve scale, context and uncertainty.