3.2. Kinds of Information
During performance analysis, we seek two broad kinds of information, directions and drivers. When we seek directions, we are looking for the performance and perspectives that the organization and its leaders are eager to put in place. Two kinds of information influence our quest for directions: information about "optimals" (where we hope to go) and information about "actuals" (the status quo). We derive directions from perspectives on exemplary or optimal performance and from current or actual performance. Some examples of optimals are what expert salespeople know that enables them to qualify customers, or what a fine chef does to make a plate look especially tempting, or what a master mechanic thinks about when looking ...
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