One of my performance measures is Measure Up Unsubscribe Rate, the proportion of readers who unsubscribe from this newsletter. Sometimes it's what I write about that makes them unsubscribe. And that can make the Measure Up Unsubscribe Rate will spike up. Should I worry about this?

One mistake organisations make in performance measurement is to not have a real KPI methodology. They treat measuring performance as an ad hoc activity or event. But when you do adopt a performance measurement methodology, another mistake is to do too ...

Call centres and technical support and help desk managers love to measure their staff. The belief is that when they can measure someone, they will have more control over the performance of the person or the work. But the control is an illusion...

The best and most meaningful performance measure in the world can be rendered utterly useless if no one is clear about who should interpret and use it. (more…)