{"id":34389,"date":"2018-10-15T15:30:14","date_gmt":"2018-10-15T19:30:14","guid":{"rendered":"http:\/\/strategymanage.com.tempdomain.com\/?p=34389"},"modified":"2022-10-03T11:18:24","modified_gmt":"2022-10-03T15:18:24","slug":"the-four-things-i-wish-id-known-part-3","status":"publish","type":"post","link":"https:\/\/balancedscorecard.org\/staging\/blog\/the-four-things-i-wish-id-known-part-3\/","title":{"rendered":"The Four Things I Wish I\u2019d Known &#8211; Part 3"},"content":{"rendered":"\n\n\t\t\t\t[et_pb_section fb_built=&#8221;1&#8243; _builder_version=&#8221;3.0.47&#8243;][et_pb_row _builder_version=&#8221;3.0.48&#8243; background_size=&#8221;initial&#8221; background_position=&#8221;top_left&#8221; background_repeat=&#8221;repeat&#8221;][et_pb_column type=&#8221;4_4&#8243; _builder_version=&#8221;3.0.47&#8243;][et_pb_text _builder_version=&#8221;3.19.17&#8243;]<h3><span style=\"color: #1d5878;\">KPIs Are Essential (But Know Your Audience)<\/span><\/h3>\n<p><img decoding=\"async\" alt=\"\" src=\"https:\/\/balancedscorecard.org\/staging\/Portals\/0\/images\/GP%20Blog_KPIsAudience_thumbnail.jpg\" style=\"float: right; padding: 15px;\" \/><span>I wanted to sink into the conference room floor. I was so embarrassed and was convinced that I must have just asked the stupidest question in the world. To this day, I cringe at the memory of standing there, in front of the entire leadership team at a prestigious, world-renowned, non-profit organization, while the entire team stared blankly at me. I was well into the second decade of my consulting career and was accustomed to taking on major projects. This time, I\u2019d been asked to design a dashboard of metrics for this organization.\u00a0 I\u2019d gathered the heads of all functions and departments to explain the purpose of the project, their roles as stakeholders, and then, poised to write responses on the whiteboard, I asked the question: \u201cCan each of you tell me what three to six key metrics you use (or would like to us) to manage your part of the organization?\u201d My thinking was that this would give us a quick and rough outline of what metrics mattered most to the people who ran the organization \u2013 these same people who were now staring at me. Finally, one gentleman spoke up and said, \u201cI believe this is what we hired you to do \u2013 don\u2019t you know what metrics we should use?\u201d\u00a0\u00a0<\/span><\/p>\n<p><span>Fast forward another decade and I have a lot more KPI experience under my belt and I\u2019ve worked with dozens of major organizations on performance management as well as implemented KPIs for my own use in managing an organization. And in\u00a0<\/span><strong><em>hindsight<\/em><\/strong><span>, I now realize that the managers who were staring at me\u00a0<\/span><strong><em>should have known<\/em><\/strong><span>\u00a0their key processes and value drivers and been able to articulate what they were trying to accomplish and how to measure it.<\/span><\/p>\n<p><span>I have since learned that there are two kinds of managers\/leaders. Those who operate at a tactical level and those who see the full picture. The tactical managers keep very busy managing what Covey calls the whirlwind of daily operations. Some focus only on the day-to-day actions that are required of them.\u00a0 Some are great at people skills. Some are more entrepreneurial and implement innovations, initiatives, and projects they feel are needed as they sense and respond to risks and signals at the tactical level. But after all these years, I see how these sorts of managers consistently fail to achieve meaningful long-term results. They perform well on daily operations, but few can achieve sustainable improvements in those operations.\u00a0 And that is exactly what happened to every one of the managers in that conference room. They did their daily jobs well, but they couldn\u2019t produce long-term results for the organization.\u00a0 Within five years, all were replaced.<\/span><\/p>\n<p><span>The other type of managers\/leaders see the full picture of key processes and value drivers and they leverage KPIs to monitor and manage performance. They know KPIs (metrics) will enable them to better manage overall performance as well as to assess the impact of any innovations, initiatives, and projects.\u00a0<\/span><br \/> <span>\u00a0\u00a0<\/span><br \/> <span>I\u2019ve since learned that I didn\u2019t ask a stupid question. I simply was asking it of the wrong sort of manager\/leaders. I\u2019ve asked that same question of the other type of managers and they rattle off metrics faster than I can write them down.\u00a0\u00a0<\/span><\/p>\n<p><span>I have learned to assess the audience first and be sensitive to the fact that not everyone knows about KPIs or how they enable managers with insights and power for improving performance. Some individuals may need some basic education about the topic, they may have a long change management journey to buy into the value and use of KPIs, and they most likely will need coaching help to figure out their key processes and value drivers, as well as how to determine appropriate KPIs to use.\u00a0\u00a0<\/span><\/p>\n<p><span>It\u2019s not rocket science. To some of us, it is simply common sense. But not everyone is wired this way.\u00a0 We are all born with different natural tendencies so I\u2019ve tried to learn to keep that in mind. And I no longer sink into the floor when someone stares blankly at me. I simply start asking more questions until we find common ground and then work forward from there.\u00a0\u00a0<\/span><\/p>\n<p><span><\/span><\/p>\n<div><span>Read Part 2 of The Four Things I Wish I\u2019d Known\u00a0<a href=\"http:\/\/strategymanage.com\/the-four-things-i-wish-id-known-part-2\/\">here<\/a>. Read Part 4\u00a0<a href=\"http:\/\/strategymanage.com\/the-four-things-i-wish-id-known-part-4\/\">here<\/a>.\u00a0<\/span><\/div>\n[\/et_pb_text][\/et_pb_column][\/et_pb_row][\/et_pb_section]\t\t\n","protected":false},"excerpt":{"rendered":"<p>\t\t\t\tThis is the third part of a series of four blogs in which I share the four things I wish I\u2019d known earlier in my business career that would have helped me to avoid major mistakes.\t\t<\/p>\n","protected":false},"author":5,"featured_media":35759,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_et_pb_use_builder":"on","_et_pb_old_content":"","_et_gb_content_width":"","content-type":"","footnotes":"","_links_to":"","_links_to_target":""},"categories":[1],"tags":[13],"class_list":["post-34389","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-uncategorized","tag-kpi-performance-measurement"],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v20.13 (Yoast SEO v23.3) - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>The Four Things I Wish I\u2019d Known - Part 3 - Balanced Scorecard Institute<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/balancedscorecard.org\/staging\/blog\/the-four-things-i-wish-id-known-part-3\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"The Four Things I Wish I\u2019d Known - Part 3\" \/>\n<meta property=\"og:description\" content=\"This is the third part of a series of four blogs in which I share the four things I wish I\u2019d known earlier in my business career that would have helped me to avoid major mistakes.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/balancedscorecard.org\/staging\/blog\/the-four-things-i-wish-id-known-part-3\/\" \/>\n<meta property=\"og:site_name\" content=\"Balanced Scorecard Institute\" \/>\n<meta property=\"article:publisher\" content=\"https:\/\/www.facebook.com\/StrategyManagementGroup\/\" \/>\n<meta property=\"article:published_time\" content=\"2018-10-15T19:30:14+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2022-10-03T15:18:24+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/balancedscorecard.org\/staging\/wp-content\/uploads\/2018\/10\/KPIsAudience_Web_500x333.png\" \/>\n\t<meta property=\"og:image:width\" content=\"500\" \/>\n\t<meta property=\"og:image:height\" content=\"333\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/png\" \/>\n<meta name=\"author\" content=\"Gail Stout Perry\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:creator\" content=\"@BSCInstitute\" \/>\n<meta name=\"twitter:site\" content=\"@BSCInstitute\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"Gail Stout Perry\" \/>\n\t<meta name=\"twitter:label2\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"4 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\/\/balancedscorecard.org\/staging\/blog\/the-four-things-i-wish-id-known-part-3\/#article\",\"isPartOf\":{\"@id\":\"https:\/\/balancedscorecard.org\/staging\/blog\/the-four-things-i-wish-id-known-part-3\/\"},\"author\":{\"name\":\"Gail Stout Perry\",\"@id\":\"https:\/\/balancedscorecard.org\/staging\/#\/schema\/person\/6e8415065e96a3ae1c93662b3ff7e425\"},\"headline\":\"The Four Things I Wish I\u2019d Known &#8211; 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