Creating a Metrics Program Originally Published on November 30, 2010 Every organization should create a metrics program to ensure that business and process improvement goals are being achieved. We need to have the ability to show that processes achieve results and we must review and schedule process audits. A metrics program describes the measurements needed to achieve business goals. It also identifies how to collect the data and how to use the information to continually improve performance. An effective program focuses on what you should measure to achieve business goals, individual process performance and process interfaces. Each of the best practice frameworks stress metrics as a way of assuring continual improvement. ITIL defines the "7 Step Process" for identifying, collecting, analyzing and using data. The Deming Cycle's "Check" stage requires that we have methods for monitoring and measuring processes. The Balanced Scoreboard looks at performa