Summary

At this point, I think it’s important to take a step back and note that all of the metrics we discussed—as important and helpful as all of them are—are not the “final answer” in terms of measuring the success of an ART. The overarching purpose of the ART—and really of everything we do as Agile organizations—is to deliver value to our customers.

While many businesses tend to oversimplify customer value by limiting it to saved time and money, the truth is that value means different things to different people. Bain & Company identified 30 different elements of value that fall in line with Maslow’s famous hierarchy of needs [4]. Saving time and money are both functional elements of value, and they’re important, but customers may actually yearn for emotional, life-changing, and social impact value even more.

So, consider the metrics we’ve discussed as Leading Indicators that you can use to gauge the...