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Contents
Contents
Metrics: The Basics, An Introduction
Chapter 1: Establishing A Common Language: Data, and Measures, and
Information, OH MY!
Chapter 2: Designing Metrics: The How
Chapter 3: Planning a Good Metric: Where to Begin
Chapter 4: Using Metrics as Indicators
Chapter 5: Using the Answer Key: A Shortcut
Chapter 6: Start with Effectiveness
Chapter 7: Triangulation: Essential to Creating Effective Metrics
Chapter 8: Expectations: How to View Metrics in a Meaningful Way
Chapter 9: Creating and Interpreting the Metrics Report Card
Chapter 10: Final Product: The Metrics Report Card
Chapter 12: Creating the Service Catalog: How to Enhance the Report Card
