Good point that metrics can often be collected inappropriately. My point was more that you could: - do a survey of customer satisfaction on different points (b

Good point that metrics can often be collected inappropriately. My point was more that you could: - do a survey of customer satisfaction on different points (but make it wide-open so they can express other concerns) and see how well ranking increases or decreases - do an anonymous survey of employee happiness and self-assessments of productivity (but make it wide-open so they can express other concerns) and see how well ranking increases or decreases - look at number of requests being served and from where, response times, repeat customers, support requests, errors, etc. (things that people won't hopefully make up) - look at financials for important parts of the company and how they go up and down - work hard to put money into R&D, tools, training, maintenance, etc. and take away from parts of the company that are draining money