One objection to measuring performance with KPIs is that we don't need them; we can already see what's going on by walking around, by our past experience, by our wise intuition, by what people complain about. But our human limitations make these observations inherently biased.

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?