Chapter 2. Improving Performance

In this lesson, you'll learn how to establish performance measures. You'll also learn about common mistakes associated with performance measures and how these measures promote continuous improvement.

Measuring Performance

The phrase "performance measure" is intuitively satisfying, yet frighteningly vague. Simultaneously, you feel comforted by the thought of being able to measure results and distressed by the prospect of having to create the measure. The key to avoiding this conflict lies in understanding how measures are created.

The natural tendency is to measure the end result. There are a couple of problems with this approach:

  1. Not all results are measurable.

  2. Other useful measures are overlooked.

Not All Results ...

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