Chapter 8
Designing Performance Indicators
Indicators are essential components of human existence; they represent the foundations of trade, science and progress. In our organizations, performance indicators are vital tools of management. Performance indicators provide us with the information and evidence that help us gain new insights, enable us to learn, assist us in our decision making and allow us to act on it to improve future performance. However, in many government, public sector and notfor-profit organizations, we make the fatal mistake to believe that every indicator is useful. The problem starts when we use performance indicators to just measure what is easily countable and when we end up becoming obsessed with measuring everything that ...
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