As practitioners in the Land of Performance Measurement, we have our own version of Dorothy's 'Lions and tigers and bears' in the Land of Oz. We have activities, outputs and outcomes. Creatures that seem so much more frightening than they truly are, and mostly because we don't really understand whether and how we are supposed to measure them.
One of the most common reasons people hate their measures is not that the measure is bad. It's that the measure is the wrong one for the result they're trying to monitor. A performance area you see this happening a lot is customer service performance. There are a raft of customer related measures around these days, each with its own promise of driving business growth. And don't think that th...
Too many organisations measure what they can, because the data is available. But how do you measure what you need, even if the data isn't yet available? (more…)
Admit it - you've either heard or uttered these words when faced with a goal that was intangible or fluffy: "That's not measurable!" (more…)