Knowledge Management in Technical Support

A blog about knowledge management in Commercial Technical Support - part of tech support for Enterprise and Developer customers at Microsoft.

How to measure anything - really?

How to measure anything - really?

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Performance I checked out this book from our work library. I really hope that it gives an idea how to actually measure anything. To make sure it was really worth my time, I looked up a reader review I found on the web. This made me slightly concerned, although if you look at the reviewers credential, they are also very concerned about how to measure stuff, so it's possible that if the reviewer didn't think of the solution, everyone else's solution must be crap. I also have a tendency to think this way. :-)

I can't find an abstract on this book, so if you feel like writing a couple of paragraphs about what you thought the main themes of the book are, that'd be awesome. Otherwise, I'll be digging my way through it over the next couple of weeks. Wish me luck.

Hunter Donald
Program Manager - Knowledge Management Strategy
Commercial Technical Support


  • When I read that review - which I responded to - I saw it did end up on positive notes.  But I also pointed out to the reviewer that he just must have missed some key points in the book.  For example, in that same blog, I pointed out that the book already explains how to measure some of the items he listed as immeasurables.  You can see my responses on that reviewers blog for yourself but you will also see what I mean when you read the book.  

    The site has an abstract and I believe you can see the outline on Amazon.

    Thanks for your interest and I look forward to your review.

    Douglas W. Hubbard

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