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Measures for Meaning: The Art, Science and Politics of Measures

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Contributed by: Shelley Sweet,  President,  I-4 Process Consulting
Shelley Sweet is President of I-4 Process Consultants (Ideas, Involvement, Implementation, Impact) in Palo Alto, California. She facilitates process improvement via lean, six sigma, reengineering, and continuous improvement techniques. Her track record includes over 80 complex projects in corporations redesigning processes to eliminate wastes, minimize wait and cycle time, and create customer delight. Shelley teaches in the executive education programs at the University of Santa Clara and Case Western. Her clients include high tech, healthcare, financial, education and government organizations.

Corporations track specific financial measures, use operational measures to monitor their core business, and collect some customer satisfaction measures. However, as companies move to a more process-centric approach they need to think about measures for each process and sub process, and these are often not captured today.

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