Keeping Score - Quickie Review Time
This week I've spent time thinking about Scorecard, what it means to UEN stakeholders and what it means to UEN Technical Staff. I can't begin to put all of my thoughts into these posts. There is much to consider.
It is clear to me that we should be keeping score. Knowing the score matters. I read a book years ago that posed an interesting question. Why do workers tire so easily in an air-conditioned office and yet, in the parking lot, after work, in 100+ degree heat they will congregate and get excited about going to the golf course? The conclusion reached by the author was that keeping score made the difference.
(Just by the way, the same applies for other sports that get organized in parking lots, or more likely in our day and age, by using Instant Messenger, avoiding that nasty tarmac.)
UEN must find a way to keep score. It is essential for stakeholder satisfaction and for employee satisfaction. I challenge the UEN staff to continue with scorecard, following through to make it a vital tool in assessing the performance of the network.
I further challenge myself and my staff to find ways to measure the end user experience. We must make sure that we see the network through the eyes of its users, find ways to measure and establish baseline performance and then ensure that we monitor the network and "drive out" weaknesses that frustrate those who depend on our services.
My last challenge is to the NOC management. You must lead out in this area.
For Next Monday: Occam's Razor and Entropy