Metrics

Ironhawk Professional Global Services strongly believes in and measures traditional performance indicators, such as being on-time, on-budget and within scope. But these indicators have two serious flaws: first, they measure what has already happened, not what can and must be changed; second, they ignore user and executive satisfaction, which can be low even when a project is on-time, on-budget and within scope.

The Ironhawk difference is that we recognize these as reactive lagging indicators—valuable for post-mortems and for advancing the process of continuous quality improvement—but of lesser value in the middle of a complex project deliverable.

Instead, we use proactive leading indicators—the ongoing satisfaction of users and of executives—to identify and eliminate problems before they can ever affect the outcomes and deliverables our clients are paying for. When satisfaction drops, it means there’s a problem. That problem could have any number of causes from unavoidable delays due to third party error, and severe weather conditions to miscommunication and poor performance. At the end of the day, what matters is not assigning blame, but finding the problem, fixing it, and preventing it from repeating.

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