Measures of Success: React Less, Lead Better, Improve More

Distinguishing the 'signal' from the 'noise' in performance has long been a challenge for many. Measures of Success is a refreshingly digestible read for anyone interested in learning how to use process behavior charts to understand true performance, and when to react - or not to react. Mark does a great job of breaking down what is typically taught in an academic matter into easy-to-understand concepts with a focus on real-life application. The book uses tangible examples of how process behavior charts help us avoid the traps of vanity metrics and overreaction to data. I wish I had this book when I was learning complicated control charts in my six sigma training - my learning curve would have been greatly accelerated. I highly recommend this book to anyone who wants to truly understand what the data are - and are not - telling us, and how to react appropriately. If you're looking on how to take performance to the next level, applying the principles explained in Measures of Success will help.

In a world where we are constantly bombarded with reports - table formatted, current period vs last month, current period vs same period last year - or worse yet, multiple periods side by side, color coded red and green, we are led to believe that every up or down movement is a sign of improvement or a problem. People are sent off chasing the wind with every move in the wrong direction, searching for the answer to “what went wrong?”, when there may be no single answer. The reality is that two points don’t make a trend and data without context is meaningless. Normal variation happens. Enter the world of the Process Behavior Chart (PBC). In Measure of Success: React Less, Lead Better, Improve More, Mark offers a refreshing approach to look at what should/could happen in a process (what we should expect), and how we can filter out the noise so we can focus on real improvement. After reading the first few chapters, I was already sharing Measures of Success within my organization. The incremental time used to create and maintain a PBC is significantly less than the hours spent looking for fantasy explanations. With the free template, getting started was easy.

Once again, the award winning author, consultant, blogger and Lean Healthcare expert Mark Graban has written an exceptional book about a little-known concept of interpreting metrics without going insane-- Process Behavior Charts. This book not only explains the rationale of PBCs, the creation of PBCs and the interpretation the charts in a very thorough and understandable manner, it also shows its connection to the Lean mindset of continuous improvement and A3 thinking. As a former small animal hospital owner, I wish I had been aware of this information back then. It certainly would have helped calm the rollercoaster of emotions of trying to manage a business through metrics and KPIs. Yes, this is a form of statistical analysis, but do not let that scare you. This is not rocket science ( or veterinary medicine), especially the way Mr. Graban explains it. Anyone in business or in charge of monitoring systems will find this book an epiphany! At least, it was for me.

I went back and applied the methodology to historical data from one of my prior jobs. When analyzing the data with this method , I quickly realized how effective it would’ve been to share the data by looking at our processes in this manner. It makes it very clear how to identify where performance standards and improvement targets were being met, or even improved upon, and where we need to focus on changing the process. There was strong evidence that the people at higher levels in the organization were simply looking at short term data points and evaluating improvement in terms of one point to the next. Had I presented the data using this method, I believe it would’ve been very impactful and demonstrating where we were improving the process, and that our performance was well above the “arbitrary” standards they were setting for us. I wish I had been exposed to this methodology earlier in my career.

As a director of supply chain analytics and healthcare, this book is a must read. It truly helps us transform the data that we manage each day into something that becomes actionable for our leaders.

I just finished reading Measures of Success by Mark Graban and feel enlightened. While I’ve been exposed to the data analysis approach he outlines in his book, I haven’t specifically applied his concepts as an organizational leader… until now. This book has forever changed the way I view key performance metrics and targets. As I read Mark’s book, I reflected on the time and energy I’ve wasted chasing routine fluctuations instead of identifying true and significant changes in data, indicating a potential change or need for change in the system. Sadly, I also realize the lost opportunities for better leadership. If you are a fan of bowling charts and bar graphs, if you have daily huddles to compare and analyze singular data points to a target, if you reward the performance of your team one day and question their abilities the next, if you feel as though you are riding a data rollercoaster each day, READ THIS BOOK! Measures for Success is an excellent and easy to read guide to achieving and sustaining long-term business success through effective data analysis and subsequent system improvement.

Mark Graban has written a very practical guide on how to use statistical process control as the catalyst for better decision making in business. The book builds on concepts and methodologies from lean systems, operations management, six sigma and change management. Whilst the book centres on statistical methods, it is definitely not math heavy and would be great for anyone that wants to get a handle on statistical methods and natural variation without diving into a sea numbers. The result of the book is a pragmatic method that enables leaders to quickly filter out the signals that require attention from all the noise and speculation that comes with having too much data.

Mark has distilled the issue of variation in business systems into simple language, making it usable for anyone with basic excel skills. Avoiding the over complicated hyperbole of some works on this subject, he lays out an easy way to measure and manage business systems that concentrates precious improvement resources on the results that matter, not the noise in the system. It’s so simple in fact, that one of its main flaws is having staff and management accept its validity, but valid it is, and anyone in a work environment with continually varying results would do well to spend the time learning and applying these methods. For anyone versed in the art, the biggest discomfort is the use of the constants to calculate the upper and lower limits. The calculation methodology is outside of the scope of the book, which is explained, and clear references are given to the reader who wishes to delve deeper. All in all an excellent book. One I know I’m going to be using a lot. Thanks Mark!

I finished this book about a week and a half ago. Mark has created an excellent companion and guide for those of us who seek continuous improvement while facing the demands for “meeting” targets from upper management. It is well explained and filled with clear and valuable examples. I am certain that upper management can use the understanding of data and systems presented in Measures of Success as well. Practically, Mark and his book helped me to focus on signals and have a clear understanding of noise. The data driven perspective allowed me to recognize that what I thought was noise was indeed a signal and make changes to the system rather that simply seeking “better” work from my team. As a result my KPIs have jumped exponentially to return us to a leading position. Of course, we need to see that this is a new trend and not a blip...but the main thing is that I can see better and therefore focus where needed based on data and signals NOT noise and normal variation. I will continue to rely on PBC’s and the understanding shared in Measures of Success for the rest of my career!

Leí este libro justo a continuación de leer "understanding variation" y realmente ha sido una suerte leerlos en ese orden. En este libro, Mark da una visión eminentemente práctica del uso de los diagramas de control y comportamiento de procesos, sin entrar en las profundidades estadísticas del método pero siendo lo suficientemente claro como para que puedas comenzar a aplicar el método desde el primer momento. Es una lectura amena, energizarte que te hará pensártelo dos veces antes de reaccionar ante la variación de tus procesos. Y si estás en el sector servicios, es una lectura fundamental!

The book is really practical and useful. I recommend it ! But there are a few annoying details : The author coins the name « Process Behavior Charts » to say that he has invented something ; but this is nothing more than SPC. And he is repeating the same things over and over, with several similar examples that don’t add value, in order to have enough pages to publish a book. Still worth reading to extract the good part out of it.

Measures of Success is a must read for any person looking for data driven real progress in their organization. Mark Graban sets the stage by guiding his readers with an overarching view of managing the system, cutting through the clutter instead of nit-picking and reacting to every data point. Personally I felt a book on measurement would be a heavy read but Mark, being the thought leader that he is, with a wealth of astute understanding that comes from extensive research and vast experience has skillfully crafted a fast pace easy read, with practical key points that can be implemented in any organization looking for success. The 3 Questions format that he proposes is a ‘mantra’ to manage the system while admirably nudging his audience towards excellence by implementing game changing sustainable strategies like predictive analytics. Looking forward to his next publication.

Marks book has given me a much easier way way to read the data produced in our business. Signals appear where you couldn’t see them in clearly using our traditional graphs. I highly recommend this book and Mark’s podcasts related to Lean