Key 7 MEASUREMENT. USING MEASURES TO GET DESIRED RESULTS
We have already seen that the measurement of everything a business does is a necessity. Attainment, or not, of the strategic planning goals is judged with measures. The performance of employees is evaluated by measures. Customer satisfaction and continuous operational improvement, by definition, require measurement.
Unfortunately, measured results are determined with numbers and many employees feel less comfortable with numbers than they do with words. But if an organization can routinely come up with the right numbers, in the right format, for the right people, comfort levels will increase rapidly and permanently.
We will discuss the sources of measures, the types of measures typically ...
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