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Measurements that can create success

Definition

The measurement systems define the feedback processes that provide information on process performance and organisational performance. Good measurement systems provide actionable information, which enables people to improve process performance within their sphere of control and accountability. However, measurement systems must deliver appropriate information. Too much information will be ignored; incomplete information generates faulty decisions. Measurements should uncover the need for change and reduce the randomness and unpredictability of process performance. Measurements should be made available directly and simultaneously to process performers and managers.

Best practice

Measures which focus on the health of important relationships are seen as vital. For example:

1. Staff relationships
2. Relationships in teams
3. Relationships with customers
4. Relationships with suppliers and strategic alliances.

• The new thinking on KPIs(pdf), How to do KPIs?
• Quick month-end reporting article PDF, How to do Quick month-end reporting?
• Satisaction surveys?
• Post employee surveys?
• Others?