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Words my father once told me: “you can’t improve what you don’t measure.” This is an expression that is often heard and generally accepted, but it is all too frequently not put into practice. The two most common excuses I hear are “we’re too busy to do anything more than we’re already doing”, and, “the things we need to measure can’t be easily measured.” In effect, both excuses add up to “if we could measure them effectively, we would already be measuring them.”

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