[devmonk]

Good point that metrics can often be collected inappropriately. My point was more that you could:

- do a survey of customer satisfaction on different points (but make it wide-open so they can express other concerns) and see how well ranking increases or decreases

- do an anonymous survey of employee happiness and self-assessments of productivity (but make it wide-open so they can express other concerns) and see how well ranking increases or decreases

- look at number of requests being served and from where, response times, repeat customers, support requests, errors, etc. (things that people won't hopefully make up)

- look at financials for important parts of the company and how they go up and down

- work hard to put money into R&D, tools, training, maintenance, etc. and take away from parts of the company that are draining money