In a 2000 software-measurernent treatise Warrendale, Pa.-based Marconi Communications highlights several "measurement proverbs," including the following attributed to an unknown source: "It is common human weakness to imagine that, because a metric is intended to mea sure something, it actually does." That's an adage Class I operating executives say they're taking to heart - they might not have a choice. Although railroads use metrics such as cars on line and velocity to measure performance, those statistics don't gauge customers' satisfaction or those statistics don't gauge customers' satisfaction or take into account an individual shipper's car needs.
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