CHAPTER–7–The Performance Measurement Lens

An acre of performance is worth a whole world of promise.

William Dean Howells1

EACH WEEKDAY MORNING, the chief operating officer of Valero Energy holds a meeting with the plant managers of more than a dozen major refineries located throughout Canada and the United States. In his operations center at the company’s San Antonio, Texas, headquarters, the walls feature a series of giant screens with a live display of Valero’s so-called Refining Dashboard—Web-accessible gauges and charts that show how each plant and unit is performing to plan. With the data refreshed every five minutes, the dashboard “gives executives timely information so they can take corrective action.”2

Imagine having that capability ...

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