KPI Development: When to Use Ratios

KPI Development: When to Use Ratios

Let’s say you are managing a large organization and your HR director comes to you with bad news. The total number of employees leaving the company has skyrocketed. They show you the chart to the right to indicate that the raw number of employees leaving last year was...
4 Ways Your KPIs Remind Me of Our New Puppy

4 Ways Your KPIs Remind Me of Our New Puppy

We welcomed a new puppy named Romeo to our home recently, having finally given in to the kids after about five years of pleading. While we are generally happy with the decision, late last night I stood outside in the rain watching the dog refuse to relieve himself and...
The “Formula” for KPI Success

The “Formula” for KPI Success

I was facilitating a client performance measure development session recently, and the team was wrestling with measure definition. When I reviewed the customer perspective team’s work I found: Measure Name: % of Customers Satisfied Description: % of Customers Satisfied...
Dear Abby-Gail: How Much is Too Much?

Dear Abby-Gail: How Much is Too Much?

There has been a lot of interest in my recent blog post:  “Balanced Scorecard Gone Bad: What’s that Funky Smell?”  Several people have posted comments and questions in various forums, but one in particular deserves special attention. From Gary: I believe a key point...
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