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SlideShare utilise les cookies pour améliorer les fonctionnalités et les performances, et également pour vous montrer des publicités pertinentes. Si vous continuez à naviguer sur ce site, vous acceptez l’utilisation de cookies. Consultez notre Politique de confidentialité et nos Conditions d’utilisation pour en savoir plus.
Fitness is always defined
externally. It is customers and
other stakeholders such as
governments or regulatory
authorities that define what
-- David J. Anderson
What is Fitness?
PMO able to track progress,
No teams falling behind
Asking your customers what they value about your
service or product
Customer collaboration over contract negotiation
Fitness criteria are a key to self-organizing teams
Fitness Criteria Metric Health/Improvement Metric
Metric that enables us to evaluate
whether our product, service or service
delivery is "fit for purpose" in the eyes of
a customer from a given market
segment. Effectively comprise the Key
Performance Indicators (KPIs) foreach
Metric that guides an improvement
initiative or indicates the general health
of your business, business or product
unit or service delivery capability.
Examples: delivery time, functional
Examples: flow efficiency, velocity,
percent complete and accurate, WIP
If it’s not at least derivative of a fitness
criterion, it’s at best a vanity metric,
and at worst a misguiding metric.
We help software-delivery
organizations and teams
become fit for their
Tips for establishing fitness criteria
Who, When and How
Net Fitness Score
“Did you get what you wanted?”
Net Fitness Score (NFS) =
% satisfied customers –
% dissatisfied customers
Question 1: How "fit for purpose" did you find this delivery?
• 5. Extremely: I got everything I needed and more
• 4. Highly: I got everything I needed
• 3. Mostly: I got most of what I needed but some of
my needs were not met
• 2. Partially: Some of my purpose was met but
significant and important elements were missing
• 1. Slightly: I took some value from it but most of
what I was looking for was missing
• 0. Not at all: I got nothing useful
Question 2: Specifically, why did you give that rating?
Delivery Speed and Predictability
Expressed as number of days we
might reasonably expect any work
item to be completed in, based on
• Delivery Time Expectations
(85th, 50th percentiles)
• End-to-end duration from
commitment to delivery
If your customer doesn't recognize or care about
your KPIs, then they aren't "key" or "performance"
indicators and aren't predictors of how well your
business is performing or likely to perform in future.
-- David Anderson
• Have a conversation with your customer
• Discover fitness criteria
• Ask “What decisions would these affect?”
• Make them visible
• Use in feedback loop (e.g., service-delivery review)
• Service-Delivery Review Canvas (mattphilip.wordpress.com)
• Defining Fitness for Purpose (http://www.djaa.com/defining-fitness-purpose)
• Your KPIs Probably Aren't! But What Are They?
References and Further Reading