Home >> Metrics >> Developing Insights from Metrics

Agencies must exercise caution in identifying and using metrics. Handled improperly, metrics can result in undesirable behavior, misfires, and misinformation that can ultimately hurt the agency if intentions are not clear. Some tips to remember in implementing metrics:

• Too many (or too few) metrics — Your metrics should be right-sized to your strategy. Too many metrics create chaos and unnecessary work. Too few metrics will not provide enough measurement to ensure you're your strategies are supported. Your metrics should provide insights into the progress your agency is making.
• Poorly defined metrics — Metrics should be clear and not open to interpretation. Organizations should figure out the story the metrics are supposed to tell and then stick with that outline. The metrics should describe the extent to which your organization is performing its mission. Metrics should explain your intentions and objectives.
• Conflicting metrics — Your metrics are the roadmap to improving your organization's performance. As such, beware of conflicting metrics, since they will cause crossed paths and collisions that will derail performance. Specify performance priorities to send a more unified message to your organization.
• Plan communication and training — Metrics builds teamwork and focus by pulling everyone in the same direction. To accomplish this, the organization must sponsor education on the strategy and purpose of metrics and provide training to support the teams involved in monitoring or impleme nting metrics.
• Poor metrics or poor measurement — Each organizational unit must help check the identified metrics for appropriateness and accuracy. Each metric must be well defined and measured in the appropriate manner.

However you implement your program, make sure your metrics:

• Are clear
• Are actionable
• Support business objectives
• Are databased and factual

Please note that metrics will change your organization's behavior, especially if the metrics are aligned with the business goals and if the performance against those goals is rewarded. Because of this, it is critically important that all employees understand the principles underling the way in which results are to be achieved.