Relating Activities to Results

Jack Welch, General Electric’s renowned leader, stated:

Numbers aren’t the vision; numbers are the product. We always say that if you had three measurements to live by, they’d be employee satisfaction, customer satisfaction and cash flow. If you’ve got cash in the till at the end, the rest is all going to work, because if you’ve got high customer satisfaction, you are going to get a share. If you’ve got high employee satisfaction, you’re going to get productivity. And, if you’ve got cash, you know it’s all working. (Slater, 1999)

The point that emerges from this statement is that there are key measurements that will reveal whether or not all the activities that are embodied in a tactical plan are working. For ...

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