Blog

Field notes from the scorecard desk

Short essays for people designing business analytics around service performance — not generic “insights culture” slogans.

Desk with laptop and coffee while writing

12 min read

KPI hygiene for service desks

A checklist for cleaning definitions before you add another chart.

 Team working with multiple devices on a table

9 min read

Weekly reviews that stick

Why most Monday meetings fail, and the agenda shape that lasts.

 Code and charts on a developer workstation

8 min read

When response time misleads

Speed metrics that look healthy while customers still wait.

 Workshop sticky notes on a glass wall

11 min read

Mapping customer effort to ops data

Connecting effort scores to ticket paths without inventing fake precision.