Measurement will be stipulated by the targets in the SLA, so that we can prove to
our customers that they are getting what we promised and what they are paying
for. However, there will be internal measurement to assess the effectiveness of our
internal processes, our productivity and how well our skillsets match the demands
of the job in hand. The measurement is there not just to tell us how well or how
badly we did in the last reporting period, but to give us data which we can later feed
back into our anticipation of changes in demand levels and of our ability to cope
with those.