To illustrate the difference, consider two projects. If you focus on LOC, Project B did better. First-order measurement is noticing that even though Project B produced more clean code, the project was cancelled after dragging on for six months after its original delivery date. Start with first-order measurements and the basics of getting the system working, and then worry about tuning it. Measuring Within a System When you set out to gather information it helps to have some notion of how the system you are setting out to measure works.
All measurement exists within a system, and can only be understood within that system.
Rarely are the relationships linear, or straightforward cause and effect. Let's examine an example of such a system, and how some simple guidelines can help you use measurement to your organization's advantage. Suppose for a moment that you work for Software Planet, a company that sells software, and that you manage the customer support function. You have a team of technical support representatives who take calls from customers who have questions or problems with the software. The agents may resolve the customer's needs with a short answer, or they may work through a complicated problem with the customer on the phone.