Another example. I know of a company where they measured the "performance" of their support section by how quickly they closed open tickets. As you might expect, the support folks began boosting their performance rating simply by closing a ticket ... then opening a new one! Now, this annoyed the customer (who was told to start referring to a new ticket for the same problem) but, hey, they got their bonus for improved performance! The lesson here is that metrics become unreliable as soon as they are used as a basis for reward/punishment. Perhaps the best way to measure performance is from outside the team: for example, the performance of a support section is perhaps best measured by asking the customers how satisfied they are.

In reply to Re^2: Estimating future project timescales by eyepopslikeamosquito
in thread Timesheets: What are they good for? by eyepopslikeamosquito

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