“So, what do you think?” asked Lenny. “How do you think my team is doing?”
“I don’t know. How do you measure how you are doing?” I replied.
“That’s the thing. We aren’t sure what to measure against. We got some studies of companies that are sort of like us, but the benchmarks they use seem so different. They just don’t make sense.”
“Two things,” I said. “Pick what you think is important. Start measuring now.”
“But, what do we measure against? How do we know if we are doing okay or not?”
“Measure against yourself. So many companies chase each other’s tail around and end up back where they started. Figure out what is important to your customer and measure that. That’s all your customer cares about. What else matters? Measure the second day against the first day. Measure the third day against the second day. Pretty soon, you will see a trend. Before you know it, you will have one year’s worth of data. Start measuring now.”