The Metrics Monster

The document discusses using metrics effectively to achieve value on investment (VOI) and return on investment (ROI) through a 7-step improvement process. It warns against letting only financial goals or reverse engineering services from measurements drive metrics instead of using them to understand results. It provides guidance on focusing metrics on customer needs, gathering only needed data, analyzing it using proven methods, translating results into meaningful information for customers, and following up on recommendations to begin the cycle again.