We see that companies or organizations seeking external help often have improperly- focused, unbalanced, or poorly implemented metrics. Metrics can be a powerful tool for informing and guiding decision making at all levels of an organization, however, they can be detrimental if not designed and implemented properly. In order for metrics to deliver value rather than distraction, they must be clearly defined, well designed and implemented, completely understood and broadly communicated, as well as focused on the areas that are most important to the success of an organization. This paper provides insight into key activities essential for the development, implementation, and management of effective and balanced metrics.
Effective and Balanced Metrics Teri & John