Lean and Kanban for IT Operations: How well are you performing?

"The first principle is that you must not fool yourself--and you are the easiest person to fool." 

Richard Feynman, Cargo Cult Science

If we want to know what interventions to make as well as whether our interventions make any difference, we need to understand how well we are performing now.

I like to think of performance using 4 general categories:

• Productivity:  How much output do you get based on the effort you put in?  How fast do you complete tasks? Examples:
• Time-to-resolve
• Server-to-Server Administrator ratio
• Cost: How much does it cost to run your operations? Examples:
• Asset costs
• Labour costs
• Quality: How good is the output from the perspective of your customers (internal and external)?  Especially with internal customers, have you ever wondered how people thought of the service you provide them? Examples:
• Net Promoter Score or a simpler customer satisfaction measure
• Qualitative assessment (aka talk to people)
• Morale: How do the team members feel? I always say that you can have situations where Productivity, Cost and Quality are fine but only because the team is engaging in heroic measures.  Morale acts as a leading indicator of potential collapses in the other measures. Examples:
• Niko niko calendar
• Employee satisfaction / engagement
• Qualitative assessment (aka talk to people)

When I've previously shared these categories, someone suggested that I should also include a general category for Scalability or perhaps Sustainability.

I'd be interested in what people think of this, especially if they have further suggestions.