
Lessons 91
promotions of employees in any given location are linked to whether
customer satisfaction exceeds a target level.
Performance Metrics Are Not Plentiful
Generally, everybody understands how projects, people, and business
units are being judged. Effective use of performance metrics requires
that employees understand how these metrics will be used, and how
what they do will affect how people will be judged with those metrics.
Without this clarity, metrics are not terribly useful.
In addition, one thing that such clarity requires is that there is not a
plethora of metrics to confuse people. The more metrics you ...