A rather obscure book, that focusses in just on the design of management performance measures. You might think you already know all there is to know on teh subject but I am confident that everyone will find something new in here.
In summary the messages are:
Measures should have their origins in customer needs
Measures should provide feedback to all those in the organisation who can make a difference
Measures need to be balanced and appropriate to the level of their audience
Report performance trends as well as externally benchmarked absolute results
Saturday 8 January 2000
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