Knowledge era means drift to qualitative management. Instead of extensive metrics measuring volumes, time, tickets, costs, complex knowledge work is demanding different approach.
Examples of qualitative metrics:
- IT Quality Index – overall IT Quality
- Collaboration Experience CLX and Collaboration Quality CLQ
- Knowledge Worker Quality Index KWQI
- team quality TQI
Qualitative management means less frequent analysis, usually 1x per year.
Practical recommendation
- Review all quantitative measurement and eliminate most of them
- Introduce few qualitative metrics including visualization a understanding the big picture
More details are explained in IT Quality Index courses and in IT Quality Index 2022 Edition, ISBN 9798543925812
