Customer Quote by Gene Kim
““the %C/A can be obtained by asking downstream customers what percentage of the time they receive work that is ‘usable as is,’ meaning that they can do their work without having to correct the information that was provided, add missing information that should have been supplied, or clarify information that should have and could have been clearer.””
About This Quote
A metric for data quality is the percentage of delivered work that requires no correction or clarification.
In simple terms: Measure usable data as a quality metric.
Key Takeaway
Track and improve data usability.
Themes
data quality
metrics
customer satisfaction
Mood
analytical
pragmatic
Type
operational
technical
When to use this quote
- software delivery
- data integration
- customer feedback
- process improvement
Key Concepts
usability
accuracy
efficiency
Questions to Reflect On
- How often do you receive truly usable data?
- What steps can reduce correction work?
A Different Perspective
It ignores the effort required to prevent errors initially.
![“If we have 99% [market] share of Ford Company, the question to us is 'How do we improve the customer satisfaction in order to get that additional 1% share?” quote by Michael Dell](https://sms4smile.com/quotes/img-quotes/e1b/michael-dell-6511_company_if-we-have-99-market-share-of-ford-compa_3207882.jpg)
![“Bill Baker, a distinguished engineer at Microsoft, quipped that we used to treat servers like pets: “You name them and when they get sick, you nurse them back to health. [Now] servers are [treated] like cattle. You number them and when they get sick, you shoot them.” quote by Gene Kim](https://sms4smile.com/quotes/img-quotes/e7b/gene-kim-2268_health_bill-baker-a-distinguished-engineer-at-m_187582.jpg)
