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 the Executive Directors would accept, and to no avail. With the help of a little external pressure to get that Corporate Plan measured, they eventually got the okay to bring in a consultant (yours truly) to facilitate the Executive Directors to craft their own suite of performance measures.