How We Serve You : White Papers
Ten Rules for Developing Management Metrics
Rule: 9: Measures Must Drive Improvement Activities
Performance measures should encourage and facilitate improvement instead of just monitoring people’s work. Measures that tend to just monitor activities sometimes appear threatening and build fear rather than foster appropriate action.
For each measure selected we need to ask:
- What information is given by this measure?
- What are the reasons for the current performance observed?
- What actions can be taken to ensure improvement
