Winning awards, completing projects and initiatives on time, meeting budget, counting widgets, annual surveys, and whatever we can find at the back of the ‘performance measure pantry’ that was left over from last year – they are all ugly measures! But how can you find meaningful measures and KPIs, without going around in circles, or wasting more time? If you’re stuck with this sort of thi...

Most people in business know they need feedback from customers in order to make service delivery and product design more in line with customer needs and expectations. But too often, the process of measuring customer satisfaction and perception is made more complex and convoluted than it needs to be. Here is a simple approach that gives you

Buy-in is that state when people are committed to something, when they are convinced of its worth for them and no longer have objections or fears that get in their way of adopting it. It’s when they feel a sense of ownership about it. Most of us want our people to feel this way about KPIs and performance measurement, but we don't realise that we might actually be getting in the way of b...

The report design working group sat around the table, sifting through the draft strategic performance report to suggest how to make it more useful. Measure by measure, they chatted and suggested and critiqued and debated:

• “this one would look better if it was a bar chart”
• “yeah, I like the three-dimensional bar charts”
• “we should add another line to this ...