A metric dashboard must tell the complete call center story. The following shows a sample of the Abbott Associates' metric dashboard. The first component of the dashboard is the Walkabout^® that shows the process dependencies, metrics, and metric targets. a functioning metric dashboard computer system with hot buttons to detect change for each metric. The buttons activate a detail presentation for each metric (the tactical view of consistency and the strategic view of capability).

Metrics are the information for running a center. Not having metrics is like an airliner not having gauges like an altimeter. You can fly the plane when the conditions are smooth and clear, but when the plane is in bad weather you are in real trouble. You can have a center with no metrics, but you can only run an effective center when you have the information metrics provides.

The airline pilot has a complete complement of gauges on his dashboard describing every aspect of the airplane. Our call center dashboard must also have a complement of metrics telling the complete call center story. To this end, the three Principles of Process Management will assist us to rapidly and proactively respond to the ever-changing business world so that we always have an effective center. These principles are the First Principle of Product and Process, the Second Principle of Division of Labor, and the Third Principle of Walkabout^® base-camp.

The first component of the dashboard is the Walkabout^®, which shows the process dependencies, metrics, and metric targets. This is a functioning metric dashboard computer system with hot buttons to detect change for each metric. The buttons activate a detail presentation for each metric (the tactical view of consistency and the strategic view of capability). A metric dashboard must tell the complete call center story. The sample shows the Abbott Associates metric dashboard.