When it comes to choosing metrics that matter, a good place to start is by thinking carefully about:
•What do we make? (our widget)
•How do we make it? (our process)
•Who do we make it for? (our customer/enduser)
•Why do we make it? (our desired missionoutcomes)
If you know the answers to these four ques-tions, you will likely have an easier time figuring out the right things to track for visual performance and continuous improvement. Indeed, these four questions form the basis of a successful experience using AMS at all levels of your agency’s operations.
Having good metrics enables teams to have more productive huddles to see how they are performing and discover problems and abnormality in their standard work flow. When you can see problems, you can fix them – using disciplined AMS problem solving tools and techniques – or elevate them to up-line management for help.