It doesn't matter what they measure. It's the internal attitude that defines the success criteria. For example my recent discussion with a client who has 7x the revenue of RS Group
me: your MTTR is really bad. Look it's over 25h and it needs to be under 1h to meet your contractual objectives.
client: how can we measure this differently?
Oh, never heard that, oh no. Perish the thought
[/quote]
me: fix your fucked up process and priorities and improve quality.
client: but that's more expensive than fudging the data so we don't have to report it our investors.
[/quote]
I might suspect "... so I don't have to tell the person who sets my salary in a way that they have to tell their boss who must disclose it to investors".
On occasions I've had to use phrases like "Yes, you
coooouuuld do that. But you could walk across a road without looking".
me:
I guarantee that's what's happening at RS. Nothing will be fixed.
I wouldn't bet otherwise, but hope springs eternal. Doesn't it?