Infrastructure Management: A New Way

Why? As a diagnostic tool, the MAT not only tells you which operations (processes) have the lowest perceived quality by your workers, it zeroes in on exactly why this is the case. Is it poor policy, poor supervision, lack of tools, lack of resources? The MAT lets you know.
One of the first roll-outs of the MAT showed a difficulty in the requirements management area -- people were poorly trained and they lacked the tools for the job. This was especially interesting since the company had the tools required! It was a great example of "if they don't know it's there, it's not there."
We hooked up a mentor to the PMO and had him configure and teach the tools needed. He's still doing a bang-up job there, and requirements are no longer a problem. This is a very interesting case study in that the perception was that the infrastructure was inadequate. I know situations like this frustrate infrastructure managers to no end, and now you have a tool to alleviate a little of the pain.
When we rolled out the MATv2, we added features where we could start "guestimating" the dollar amount that these areas were costing the company. Nothing fancy, just the perceived slack due to poor process execution. When you add this to the rest of the diagnostic suite, not only can you determine what infrastructure elements need upgrading (or training!) but you can also assign a dollar value to the shortcoming and compare it with other issues.
I'm waiting until we get more information about infrastructure issues from the field -- enough to start seeing patterns among industries. I think there is going to be some fascinating benchmarks driven from using the MAT.