How to Use Metrics and Benchmarking Effectively - Part II

Define and Research - Facts are stubborn things. — John Adams Metrics and benchmarks provide a solid foundation for improvement. Trying to bring about change is a tall order, whether persuading management to get behind it, or convincing your experienced staff to try something new. Metrics and benchmarks are the key. Arguments between internal customers and payables can become a "he said/she said" tempest, unless you've got numbers to back you up. "Metrics can quiet any storm," says Debbie…