Moving this over to this mailing list...
My boss was asked to come up with metrics by which to measure how
much/well his team is working. I have some ideas, but without much time
to think about it and without much experience with such things, I'm
afraid of creating bad incentives (closing tickets
I believe that management higher up the chain is asking my manager for a way
to evaluate the performance of his team as a whole, not individual members.
We do have SLAs that we must meet, and I agree, that's a perfect place to
start. My impression is that they're looking for more quantitative meas
Doug Hughes had an interesting response to this question that I thought
would be nice to share (with his permission):
I kind of approach it as analogous to networking. latency and throughput in
the right combination. Users want the fast/simple stuff to be done fast, and
if it is, they give you a
