IN THIS EPISODE: Article: 5 Steps to Simple and Actionable Customer Surveys Q&A: How to measure customer satisfaction WITHOUT using surveys Quick Tip: 4 questions to include on the most concise customer survey questionnaire you’ll probably ever see.

Do you have these 3 essential things on your KPI graphs in your dashboard? If not, you're misinterpreting your performance measure signals. (more…)

IN THIS EPISODE: Introduction: The motivation and purpose of this Measure Up podcast. Article: Do Universally Perfect KPIs Exist? Q&A: How to use KPI's for performance improvement not traditional training KPI's Quick Tip: Where KPIs or performance measures fit into your strategic or operational plans.

Most of us know we need feedback from customers in order to make service delivery and product design more in line with customer needs and expectations. But too often, our customer surveys fail to get truly focused and actionable data.

Our typical approaches to get people to buy into performance measures or KPIs don't work very well. How do you get more KPI ownership then? (more…)...

If you go looking for KPIs or performance measures, you'll often come across articles that debate the pros and cons of various measures, or that compare the merits of one measure to another. But don't be fooled: the search for the measures that are best for everyone is a search in futility.

Lots of strategic plans and operational plans are full of motherhood goals, vague strategies and - if they are even considered at all - measures or KPIs that don't track anything useful. No wonder these plans sit on shelves and gather dust.

It's obvious to most people why people who work in the strategy office, or even in quality or process improvement roles, need to have some degree of performance measurement skill. But that's not sufficient if your goal is to have a consistent approach to selecting performance measures throughout the organisation that keep everyone focused on what really matters in achieving the organisation's s...

For over a year Michelle and the Strategy Team worked to find a set of performance measures their Executive Directors would accept. The Executive Directors hated those measures. Could the Strategy Team ever come up with measures their leaders would accept?

If there's still some uncertainty or cynicism about performance measurement in your organisation, I'd suggest don't rush in and try and implement a corporate-wide performance measurement approach all at once. You'll probably get more traction if you get started with performance measurement using a pilot project.