Abbott Associates

Mgmt 351 – Describing Metrics

Understanding the informational flaws and metric myths is key to why we need to enhance our metric views. The module will cover central tendency and variability and their impact on a call center.

Metric Myths and Flaws

Metric Description Introduction

Informational flaws & metric myths

Metrics Descriptors

Metric Description Central Tendency

Metric Description of Variability Using Range

Metric Description of Variability using Standard Deviation

Terms: Central Tendency, Variability, & Coefficient of Variance

Standard Deviation Calculations and Equations Explained

Demonstration using Spreadsheet