Boris Wolfson at RIT++ 2012
summary
Describes building a KPI practice for web teams around four measurement areas, focusing on concrete client outcome metrics: percent of releases delivered on schedule and critical-bug count per release (including defect escape rate). Recommends separating those outcome KPIs from internal process KPIs gathered via structured surveys, and explains how measurement, survey design and reporting differ when aimed at customer satisfaction versus internal process improvement.
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