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Tech Performance

"Always deliver more than expected." - Larry Page


As a CTO, you understand that the performance of your company's technology is paramount to its success. Mastering the art of tech performance allows you to unlock a world of possibilities and drive your organization forward. By optimizing your technology's efficiency, productivity, and quality, you can enhance customer satisfaction, reduce operational costs, and increase revenue.

This chapter will delve into the critical aspects of tech performance and provide practical guidance on achieving excellence, from setting measurable goals aligned with your business objectives to monitoring key performance indicators (KPIs).

Tech Performance

As CTO, you are responsible for ensuring your company's technology performs to the best of its ability. Measuring tech performance is a crucial part of your job, as it allows you to identify strengths and weaknesses, make data-driven decisions, and optimize your company's technology to drive business success.

Before you can measure your tech performance, it's essential to understand what goals you want to achieve with your technology. Technology is a means to an end, not an end itself. Identify the business objectives you want to achieve with technology, such as improving customer satisfaction, reducing operational costs, or increasing revenue. Once your goals are identified, you can set measurable KPIs to track your progress toward achieving them.

"The key is not to prioritize what's on your schedule, but to schedule your priorities." - Stephen Covey

Key Performance Indicators

Here are the most commonly used KPIs for you to show off your tech organization's effectiveness, productivity, and quality.


Lead Time: A measure of the time from starting to finishing a work. It indicates the overall speed and efficiency of delivery. Lead time is a critical metric in manufacturing and supply chain management, as it helps identify inefficiencies in the production process. Businesses can improve their competitiveness by reducing lead times and better meeting customer demand.

Improving lead time requires a systematic approach that involves analyzing each step in the production process and identifying areas for improvement. This may include streamlining processes, reducing waste, and investing in new technology.


Output: Throughput is any organization's most important measure of efficiency and productivity. It is the rate at which work is completed within a given period relative to the number of people working. A high throughput indicates that an organization can complete a large amount of work quickly, which is essential for meeting deadlines and achieving business goals.

A high throughput also suggests that your team can scale its resources up or down efficiently, depending on the level of demand. This is particularly important in today's fast-paced business environment, where organizations must be able to respond quickly to changing market conditions. Organizations must monitor and improve their throughput to remain competitive and achieve long-term success.

Completion: The percentage of work completed within a sprint time box, such as two weeks. Indicates the team's ability to plan and deliver results within short cycles, a vital aspect of Agile methodology. This metric helps the team identify areas needing improvement or where they can be more efficient.

With a high sprint completion rate, the team can build trust with stakeholders and customers as they can reliably deliver on commitments promptly. Moreover, this metric promotes transparency and accountability within the group, providing them with a clear goal and helping them stay focused on delivering quality work.

Velocity: The work a team completes within a sprint. Sprint refers to the duration of a development cycle during which the team completes work. It indicates the team's ability to commit and deliver work within a given time frame. Velocity is often used to measure the team's productivity and efficiency.

Carry Over: Carryover refers to the work not completed during the previous sprint but carried over to the next sprint. It indicates the team's ability to balance workloads and manage their capacity effectively. By keeping track of both velocity and carryover, you and your teams can make better estimates and plan their work more effectively, leading to better outcomes and higher levels of success.

Resolution Time: The time your tech support team needs to resolve issues is critical for evaluating your team's performance. A shorter resolution time indicates that your team is responsive and can handle problems efficiently.

Note that a fast resolution time may not always be the best indicator of quality support. Sometimes, issues require more time and attention to resolve correctly, and rushing to solve them may result in a subpar solution. Balance speed and quality when measuring resolution time.


Uptime. Uptime refers to when a system or service is available and operational. It is a key indicator of platform management's reliability, efficiency, and effectiveness. When a system has a high uptime, it is managed efficiently and effectively with minimal disruptions to operations. By measuring uptime, you can gain insight into the overall health of your system and make adjustments as necessary to ensure maximum efficiency and minimal downtime.

Deployment Frequency: A measure of how often code changes are deployed to production. Frequent deployments allow for faster feedback loops and value delivery to customers. It is important to note that a higher deployment frequency is only sometimes better, as it may also increase the risk of errors and bugs.

When done correctly, frequent deployments can optimize the software development process, allowing for more efficient and effective delivery of new features and improvements. In addition, a higher deployment frequency can also foster a culture of continuous improvement, where teams are constantly seeking ways to enhance their processes and deliver even greater value to their customers.



Tech Performance is a crucial aspect of driving business success. By optimizing your company's technology, you can enhance efficiency, productivity, and quality, ultimately leading to improved customer satisfaction and increased revenue. Setting measurable goals aligned with your business objectives and tracking your progress using key performance indicators (KPIs) such as lead time, output, and resolution time is essential. Foster collaboration and data-driven decision-making to continuously improve your technology organization.

Embrace a culture of continuous improvement and create a work environment that encourages collaboration and innovation. By constantly seeking ways to enhance your processes, you can stay ahead of the competition and deliver excellent value to your customers. Utilize comprehensive dashboards to monitor your KPIs continually and identify any issues promptly. By addressing these issues proactively, you can prevent them from becoming more significant problems that could negatively impact your business.

Measuring and improving tech performance is an ongoing process. It requires dedication, commitment, and a willingness to adapt to changing circumstances. Emphasize the value of technology in achieving your business goals and align your engineering team's efforts with the broader company objectives. When everyone works towards the same goals, you can build things more smoothly and make better products.


As a CTO ask yourself the following:

  1. How can you align your company's technology goals with its broader business objectives to ensure maximum impact and success?

  2. What strategies can you implement to foster a culture of continuous improvement and data-driven decision-making within your technology organization?

  3. How can you effectively measure and optimize key performance indicators (KPIs) related to lead time, output, resolution time, and other critical metrics to drive efficiency, productivity, and quality in your tech organization?


Your takeaways from this chapter:

  1. The importance of optimizing tech performance for driving business success.

  2. Embrace a culture of continuous improvement to enhance efficiency, productivity, and quality.

  3. Set measurable goals aligned with business objectives to track progress.

  4. Monitor key performance indicators (KPIs) such as lead time, output, and resolution time.

  5. Foster collaboration and data-driven decision-making to optimize technology.

  6. Utilize comprehensive dashboards to identify issues and take corrective steps promptly.

  7. Emphasize the value of measuring and improving tech performance as an ongoing process.


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