May 2012

Performance management continued…

Some measurement frameworks (e.g., what other companies are measuring), and some key beginning questions executives must answer: Are we satisfying our customers? Are we satisfying our shareholders? Are we satisfying our stakeholders? What is happening to our customer base? Is our company strategy working? Are our individual strategies thereto being properly executed? Are we serving

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Performance management

A KPI [Key Performance Indicator] starting point: Recent management philosophy has pointed to the realization of the importance of customer focus and customer satisfaction [in any business]. Both are leading indicators…, as: if customers are not satisfied, they will eventually find other suppliers that will meet their needs. Therefore, poor performance on these key baseline

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