Choose the Right Measures, Drive the Right Strategy
Choose the Right Measures, Drive the Right Strategy
The common problem of metrics overload—specifically, having too many metrics,
resulting in diluted focus, irrelevance, and most critically, employees finding
difficulty in seeing which actions they should take to execute strategic
objectives. In this article, accounting and performance measurement expert
Dennis Campbell traces a major Canadian bank's experience in overhauling its
customer satisfaction metrics to make them meaningful—and actionable—to
frontline employees. full article...
Download an excerpt from Robert S. Kaplan and David P. Norton's new book,
Alignment.
In Alignment, Kaplan and Norton apply their revolutionary Balanced Scorecard
management system to corporate-level strategy, revealing how companies achieve
powerful synergies by defining corporate headquarters' role in setting,
coordinating, and overseeing organizational strategy. download exerpt...
posted by Victor Lloyd Smith @ 1:33 PM
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