Metrics should also be observed and not set…especially within a contract framework. We are after open and honest measurements to gauge how we are doing and support decision making. If we impose penalties based on failure to hit certain measures then suppliers have a skill at bending the reporting of these measures to suit and hit their targets….thereby obfuscating this critical information.
I’ve been involved in process improvement for around twenty years, I think I’ve had some successes.
View original post 221 more words