Landmine #7: I don’t have the data to refute you! The importance of timely, relevant measurement to manage quality, timeliness and corporate alignment.

“Perception is reality.” (Lee Atwater) “The first casualty when war comes is truth.” (Hiram W Johnson) “Reality is merely an illusion, albeit a very persistent one.” (Albert Einstein) “You can’t control what you can’t measure.” (Tom DeMarco) Much heat and light are generated by the storm of technical failure. Business leaders become passionate about proximate…

Landmine #2: Your are only as good as your last outage…

Previously, I discussed the need to do no harm to your brand. This applies to internal as well as to external customers. For your peers or customers chronic services issues create fear, uncertainty and doubt. This is unhelpful when they are dependent on you for critical services. Some service issues not only create brand damage,…