Chapter 10

Measures and Final Report

Introduction

Measurement of any work process or practice is…imperative…Whether we are talking about a benchmarking project or just tending to day-to-day management, without numbers we don’t really know what we are doing…Without metrics, managers are only caretakers.

—Jac Fitz-Enz, Benchmarking Staff Performance

Measurement provides the feedback necessary to manage a process, product, or business. Further, metrics provide a discipline for developing objective and meaningful decision criteria from information based on fact. In most organizations, thousands of measures are taken about every facet of business life, but few measures have meaning without understanding their context. Part of the challenge of designing ...

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