April 2015
Intermediate to advanced
448 pages
8h 47m
English
book
Key Performance Indicators: Developing, Implementing, and Using Winning KPIs, 3rd Edition
by David Parmenter
Content preview from Key Performance Indicators: Developing, Implementing, and Using Winning KPIs, 3rd Edition
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Chapter 3Unintended Consequence: The Dark Side of Measures
Measurement initiatives are often cobbled together without the knowledge of the organization's critical success factors and without an understanding of the behavioral consequences of a measure.
Every performance measure can have a dark side, a negative consequence, an unintended action that leads to inferior performance. I suspect well over half the measures in an organization may well be encouraging unintended negative behavior. The importance of understanding this dark side and the careful selection of measures should never be underestimated. The frequency with which measures are set to fail by at best naïve or at worst corrupt management is breathtaking.
The importance of understanding this dark side and the careful selection of measures should never be underestimated. How performance measures can go wrong can be illustrated by these examples.
Example: City Train Service
A classic example is provided by a city train service that had an on-time measure with some draconian penalties targeted at the train ...
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O’Reilly covers everything we've got, with content to help us build a world-class technology community, upgrade the capabilities and competencies of our teams, and improve overall team performance as well as their engagement.Julian F.
I wanted to learn C and C++, but it didn't click for me until I picked up an O'Reilly book. When I went on the O’Reilly platform, I was astonished to find all the books there, plus live events and sandboxes so you could play around with the technology.Addison B.
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I'm always learning. So when I got on to O'Reilly, I was like a kid in a candy store. There are playlists. There are answers. There's on-demand training. It's worth its weight in gold, in terms of what it allows me to do.