Chapter 6. Corporate performance management: The balancing act?
Performance measurements at most companies are out of step with the business environment. Traditional performance measurements focus more on internal goals of cost and efficiency than on external realities of customer satisfaction and competitive capabilities.
Every business is different, so each should have its own set of performance measurements. But there are some common rules to follow in designing effective measurements. For example, in addition to the standard set of accounting-based and economic value based (EVB) financial metrics, the set of measures should include non-financial metrics that view the company from outside-in.
Customer satisfaction measures and ...