Whenever work with a client, I always ask them what they want to get out of the system, what do they need to see happening, and what metrics matter?
Sometimes I’ll get the answer – “We can’t talk about that now, we need to get this working.”
Which is a big red flag to whatever process they have because that means they are managing my urgency, exception, and the next big fire that comes in.
If you don’t know what you are trying to get out of the system, how are you ever going to know what you put into it to accomplish that goal.
