Introduction

This book’s title is Metrics-based service management, and we assume measurement is a fundamental component of, and essential for, effective decision making, communication, corrective action, growth, etc. However we wish to emphasise that measurement is not the sole tool at a manager’s disposal. Leadership, empathy, communication, process design, willpower, and delegation can help a manager with many professional challenges. All of these provide an opportunity for sound decision-making and motivation. Still, it is measurements that supply data for making and verifying decisions. Measurements pinpoint issues that can be tackled with process adjustments, and assure a reliable foundation for employee motivation. We are convinced, therefore, that a properly built measurement and evaluation system can be of a considerable use to organizations.