It's quite easy to underestimate just how much it takes to transform an organisation's approach to performance measurement. There are many set-in bad habits that cause the very problems with performance measurement that people would love to solve.

Performance measurement is like anything else - it takes time for an organisation to master it. How far on the journey to measurement mastery is your organisation? (more…)

IN THIS EPISODE: Feature: 3 Things You Must Have Before KPIs Can Work. Q&A: How do you implement KPIs efficiently? Quick Tip: The Power of a Measures Team.

We rush off in search of KPIs or performance measures way too soon. We find some, grab them and shove them into the KPI columns in our business plans or employee performance plans. Then we expect to hit targets. But it doesn't happen. People don't use the KPIs, they complain about them, and even fail to bring them to life (that is, report them). That's because at least 3 important must-haves...

Following the performance measurement framework of PuMP®, this diagnostic tool will facilitate a discussion about how performance measurement currently stands in your organisation, and will broaden people's awareness of what good performance measurement is really all about. It contains clear instructions for how to facilitate the discussion, a rating scale to assess your current performance ...

Most of us know we need feedback from customers in order to make service delivery and product design more in line with customer needs and expectations. But too often, our customer surveys fail to get truly focused and actionable data.

If you go looking for KPIs or performance measures, you'll often come across articles that debate the pros and cons of various measures, or that compare the merits of one measure to another. But don't be fooled: the search for the measures that are best for everyone is a search in futility.

You depend on the quality of data and information to provide a stable foundation for your decision making. Decision making often involves responding to something, so you need your data to validly describe what you are responding to so that you choose the right responses. Whether your data is quantitative (based on numbers) or qualitative (based on perceptions), it's integrity depends on 5 wi...

As practitioners in the Land of Performance Measurement, we have our own version of Dorothy's 'Lions and tigers and bears' in the Land of Oz. We have activities, outputs and outcomes. Creatures that seem so much more frightening than they truly are, and mostly because we don't really understand whether and how we are supposed to measure them.