In your article, you list these five categories, they're customer metrics, teamwork load metrics, team performance metrics, SLAs and happiness and engagement. I'm curious how that then impacts the choices you're kind of referring to in terms of what metrics matter for actual teams. So yes, at org level, it could be more of like a cultural change to go from one that is not data-driven to data-driven,. But each team would have the autonomy and context to know how far along the metrics journey they could be - if that makes sense.
In this interview, Mojtaba Hosseini (Director of Engineering at Zapier) talks about how to approach using metrics, pitfalls teams run into, and the common evolution teams go through as they adopt metrics.