Triangulation is a method of locating a point using information about its relationship to two or three known points. It's applied in social sciences by using two or more methods to check the results of a study. Applying this concept to performance management, we can use multiple measures to triangulate our goals, lessening the...

Measure Up LinkedIn Group members collaborated with me to create this list of the toughest things to measure in business. What are they and what makes them so tough to measure? (more…)

After you've learned how to design excellent KPIs and performance measures, you might want to cull the bad ones you already have. Use this template to evaluate your existing KPIs and performance measures, and decide which to keep and which to cull.

I'm teaching the Melbourne PuMP Blueprint Workshop this week, and today's content included how to make your goals more measurable. One of the lovely participants in the workshop (thanks Steve!) showed me this video presented by Gerard Braud, at the International Association of Business Communicators 2012 World Conference: "

They are the two most used measures for customer performance: customer satisfaction and customer complaints. But they aren't the most useful measures if you want to truly drive the success of your organisation or business.

Weasel words are words that have no specific and obvious and singular meaning. They bring no clear images to mind of what is meant. Words like: effective, sustainable, harnessed, connectedness and leveraged. Weasel words have a stupifying effect on people's understanding of goals that are written with them, as well as rendering...

Subscriber Nia B. asks: "We need to establish a measure for safety, however we have a terrific safety record and insufficient data to establish one. Is there a meaningful way to measure this?"

In the PuMP Measure Design technique, one of the steps is to describe the result you want to measure in sensory specific language. This is a completely new concept to just about everyone, and they usually need a demonstration of what sensory specific language is. So here goes.

To find the right performance measures, we must start with a clear definition of what a performance measure really is. How does your definition compare to this one? (more…...

Andy M. asks: "Many of my colleagues work in what is often called a "considerative" area. They don't produce things. They assess evidence, form judgements, give opinions. They say the work is too complicated to be measured. I keep saying "If you can't measure it how do you know you're providing quality?" How can I convince them?"