ACM Queue - Lessons from the Floor - The manufacturing industry can teach us a lot about measuring performance in large-scale Internet services.

ACM Queue - Lessons from the Floor - The manufacturing industry can teach us a lot about measuring performance in large-scale Internet services.: "The manufacturing industry faces quality-sampling challenges for complex products that are similar to ours. In Web services, we have the advantage of being able to simulate a customer interaction simply and cheaply (on a small scale, at least). When it comes to measuring the quality of a product that has many facets, however, trying to define one aggregate measure to represent quality fails as an approach. In Hotmail, we looked at large-scale manufacturing operations for inspiration�and came away with several useful techniques that better matched our business goals."