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Transforming Performance Measurement Rethinking the Way We Measure and Drive Organizational Success

ISBN-10: 0814408915
ISBN-13: 9780814408919
Edition: 2007
Authors: Dean R. Spitzer
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Description: No major business decision is made without regard to its many impacts on the organization. Accurately measuring performance?of individuals, departments, projects, and initiatives?is the single best way to ensure strong, sustainable results. But many  More...

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Book details

List price: $29.95
Copyright year: 2007
Publisher: Amacom
Publication date: 2/9/2007
Binding: Hardcover
Pages: 256
Size: 6.00" wide x 9.25" long x 1.00" tall
Weight: 1.562
Language: English

No major business decision is made without regard to its many impacts on the organization. Accurately measuring performance?of individuals, departments, projects, and initiatives?is the single best way to ensure strong, sustainable results. But many organizations have flawed or inconsistent measurement systems, which can lead to disaster. It is incumbent upon all enterprises to measure the right things and to do so in a manner that is aligned with corporate goals.

Acknowledgments
Introduction
The Elusive Search for the Secret of Success
Changing the Paradigm
A Surprising Truth About Performance Measurement
The Purpose of This Book
The Transformational Measurement Questionnaire
The Fundamentals
Why Measurement Is So Powerful
The Pervasiveness of Measurement
The Challenge of Organizational Measurement
The Power of Measurement
Performance Measurement Promotes Effective Management
The Functions of Performance Measurement
When Measurement Goes Bad
The Problem of Measurement Dysfunction
A Major Cause of Measurement Dysfunction
How Rewards Increase the Potential for Measurement Dysfunction
Fear Also Induces Measurement Dysfunction
Measuring the Wrong Things
Measuring "Looking Good" Rather Than "Being Good"
Suboptimization
Cheating
Measuring Too Much
Dysfunctional Measurement and Employees
Why Measurement Goes Bad
Motive and Opportunity
How People Experience Measurement
Employees' Attitudes Toward Measurement at Work
The Context of Measurement
Confusing Measurement and Evaluation
Purpose
Disempowerment
The "Motivational" Use of Measurement
Distrust
Negative Accountability
Resistance to Measurement
Opportunity and Motive Revisited
The Challenge Ahead
Beginning the Transformation
The Transformational Vision
How to Realize the Vision: The Four Keys
A Roadmap to Success
Creating A Positive Context of Measurement
The Context of Measurement
The Formal Aspects of the Performance Measurement System
The Human Factor
The Context of Measurement Continuum
A Sure-Fire Indicator of Positive Context of Measurement Change
Snapshots from the New Performance Measurement Paradigm
The Ongoing Transforming Power of Content
The Focus of Measurement
The Importance of Focus
Selecting the Right Measures
Effectiveness First
How Value Is Created and Destroyed
Business Models and Strategy
Measuring What Matters Most
Measuring Intangible Assets
High-Leverage Measuring
Emergent Measures
New Customer Measures
Don't Expect Perfection
The Next Step
The Integration of Measurement
The Importance of Measurement Integration
The Dis-Integrated Organization
Dis-Integrated Measurement
Dis-Integrated Data
Strategic Measurement
The Balanced Scorecard
The Value of Measurement Frameworks
Measurement Frameworks and Trade-Offs
Developing Measurement Frameworks
The Need for a CMO
The Next Step
The Interactivity of Measurement
The Importance of Interactivity
Performance Measurement Should Be Both Interactive and Iterative
Data, Information, Knowledge, and Wisdom
The Data-to-Wisdom Conversion Process
Examples of Interactivity to Generate Wisdom
The Performance Measurement Cycle
Dialogue: The Key to Measurement Interactivity
Assessing an Organization's Measurement Capabilities
The Challenge of Interactivity Today
The Tendency to View Technology as the Panacea
Making Progress
Advanced Topics
Measurement Leadership
The Importance of Measurement Leadership
Why Measurement Leadership Doesn't Happen
The Tension Between Intuition and Measurement
The Myth of the Intuitive Leader
What Happens in the Absence of Measurement Leadership?
Routine vs. Transformational Measurement
The Challenges of Changing Measurement
Leading Transformational Performance Measurement
Establishing an Environment Conducive to Change
Making the Transformation Happen
Measurement Leaders
Needed: The Role of Chief Measurement Officer (CMO)
Learning About and from Measurement
Transformational Learning
The Process of Learning
The Learning Loop
Transformational Measurement and Double-Loop Learning
Organizational Learning
Why Smart People Do Dumb Things
How Performance Measurement Can Help
Learning New Ways of Thinking About Performance Measurement
The Keys to Transformational Learning
How Well Does Your Organization Learn About and from Measurement?
The Uses and Abuses of Measurement Technology
In Search of a Quick Fix and a Technology Breakthrough
Technology Infatuation
The Human Factor
The Proper Role of Technology in Performance Measurement
Business and Social Architecture
Failure to Address the Social Issues
Critical Issues in Adopting Measurement Technology
Scorecards and Dashboards
Adopting and Implementing Measurement Technology
Steps for Successful Technology Investment
Performance Measurement Maturity
The Concept of Maturity
The Transformation Journey
Assessing Transformational Performance Measurement Maturity
Levels of Performance Measurement Maturity
The Transformational Measurement Maturity Assessment
Transformational Measurement: Now Is the Time to Take Action
Defining Transformational Measurement
From Exploration to Transformation
Traditional vs. Transformational Thinking
Taking the Lead in Transformational Measurement
The Transformational Lens
An Experimental Attitude Is Essential
The Challenge of Measuring Intangibles
Transformational Measurement of Intangibles
Transformational Measurement Action Plans (TMAPs)
Customer Experience
Customer Engagement
Customer Delight
Customer Loyalty
Customer Relationship
Voice of the Customer
Customer Profitability
Customer Lifetime Value
Service Quality
Brand Equity
Intellectual Capital
Strategic Readiness of Intangibles
Innovation Climate
Reputation
Organizational Trust
Partner Relationships
Collaboration
Productivity
Organizational Agility
Waste
Inventory
Total Cost of Ownership
Activity-Based Costing
Economic Value Added
Organizational Intangible Value
Project Scheduling
Employee Engagement
Emotional Intelligence
Employee Safety
Employee Presenteeism
Learning Effectiveness
Information Orientation
Information Proficiency
Knowledge Flow
How to Begin Transformational Measurement in Your Organization The Need for Measurement Leadership
Notes
Bibliography
Index

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