Metrics
Derek Huether
Most Important Metric for an Enterprise

As an executive, you will be faced with the choice to do the pivot (if you can) or persevere (if you have no other choice). This will lead to a series of “bets”. You lead with a hypothesis that the things you change will allow you to operate at pre-event levels. But, how long will it actually take for you to validate your hypothesis and have a bet pay off with pre-event levels? If you run out of time to figure it out or run out of bets you can place, then you either lose your standing in the market or worse risk going out of business.

Derek Huether
How to identify dependencies with Tableau and ...

Regardless of the organization or institution, there will always be dependencies. The larger the organization, the greater chance of the existence of dependencies.
This template is available for download from Tableau Public

Video
Derek Huether
Value Stream Management

In the following interview (both video and audio), Dave Prior and I explore why Value Stream Management is so important, how it works, the connection to Value Stream Mapping, and how you can get started with it.

Derek Huether
Key Performance Indicators (KPIs)

Key performance indicators (KPIs) are metrics that are used to evaluate the performance of an organization or individual. They are used to measure progress towards achieving specific goals or objectives and to determine whether an organization or individual is meeting their targets.

Enterprise Insights, Jira Align, Metrics, Tableau
Derek Huether
How Atlassian Jira Align Supports Flow Metrics

I keep getting asked, does Jira Align support Flow Metrics, as defined in the Flow Framework and SAFe? The short answer is yes. If you believe these metrics will help unlock the potential of your teams, use this community post to see working examples of Tableau reports I have created using Jira Align and Enterprise Insights.

How Atlassian Jira Align Supports Flow Metrics

Service

Good Customer Service

This post is relatively short and sweet.  Today I got my first Verizon Wireless bill.  It had an initiation fee of $35.00 on it.  Seriously?  I realize we all need to make a buck but this was ridiculous.  When setting up my account, I didn't even talk to anyone.  I did everything online. I called Verizon Wireless, since they don't have a Twitter account. (that's right, I asked them)  I realize the agent on the other side had to have a script she had to follow.  I couldn't be too demanding.  I was quick and too the point.

Hi, I'm a new Verizon Wireless customer.  I got my first bill and there is a $35 charge for initiating the phone.  I don't recall reading anything about this fee and I think it's excessive.  What can you do to make me feel better about this situation?

The agent paused for a few seconds.  She apologized and said I should have seen something mentioning the charge on the last screen before I purchased my plan.  Regardless, she appreciated the fact that I am a new Verizon Wireless customer and offered me one month free voice service. ($39.99)

That's all it took.  I'm a happy customer and I wanted to tell others.  Just remember, when providing good customer service, a little empathy goes a long way.

Like these images?  Find them at Pictofigo

THE most important thing is the customer

Remember the last time you were at the grocery store and the clerk responded by saying something unrelated to what you asked? This cashier is focused on ringing up your items.  They don't engage you at all.  No hello; no how are you; no did you find everything.  He or she finishes ringing up all of your items and you forward a have a nice day and they respond with something canned like you're welcome. You're welcome?  Did I say thank you? No, I didn't.  I offered a pleasantry. Just have a nice day.  Goodbye, our business relationship has completed.  Have a nice life. This is just simple and common courtesy.  It is being polite.  Your parents should have taught you these things as a child.  If you want something, say please. If someone holds the door for you, you damn well better say thank you...and if someone thanks you, say you're welcome.

So, why do so many people forget this in business?  I understand some customers can be difficult.  I understand user expectations can sometimes be unrealistic.  But let me say this.  Take a minute to listen to what your customer is saying.  You should be polite and courteous to them as often as you wash your hands after going to the bathroom.  If you don't do that 100% of the time, you have more problems then being polite.  But I digress.

Your customer is THE most important thing in your job.  It's not the process you follow.  It's not the product or service you offer.  It's the customer. Wait, did I say that?  Let me say it again. THE most important thing is the customer.  Listen to them.  Be polite.  Deliver value.

(image from sft.edu)