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TitleTransforming Performance Measurement: Rethinking the Way We Measure and Drive Organizational
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Total Pages305
Table of Contents
                            Contents
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
Chapter 1: 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
Chapter 2: 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
Chapter 3: 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
Chapter 4: Beginning the Transformation
	The Transformational Vision
	How to Realize the Vision: The Four Keys
	A Roadmap to Success
Chapter 5: 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 Context
Chapter 6: 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
Chapter 7: 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
Chapter 8: The Interactivity of Measurement
	The Importance of Interactivity
	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
Chapter 9: Measurement Leadership
	The Importance of Measurement Leadership
	Why Measurement Leadership Doesn't Happen
	The Tension Between Intuition and Measurement
	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)
Chapter 10: 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?
Chapter 11: 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
Chapter 12: Performance Measurement Maturity
	The Concept of Maturity
	Assessing Transformational Performance Measurement Maturity
	Levels of Performance Measurement Maturity
	The Transformational Measurement Maturity Assessment
Chapter 13: Transformational Measures
	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
	Introducing the Transformational Measurement Action Plans
	Don't Get Discouraged
Chapter 14: Transformational Measurement Action Plans
	1. Customer Experience
	2. Customer Engagement
	3. Customer Delight
	4. Customer Loyalty
	5. Customer Relationship
	6. Voice of the Customer
	7. Customer Profitability
	8. Customer Lifetime Value
	9. Service Quality
	10. Brand Equity
	11. Intellectual Capital
	12. Strategic Readiness of Intangibles
	13. Innovation Climate
	14. Reputation
	15. Organizational Trust
	16. Partner Relationships
	17. Collaboration
	18. Productivity
	19. Organizational Agility
	20. Waste
	21. Inventory
	22. Total Cost of Ownership
	23. Activity-Based Costing
	24. Economic Value Added
	25. Organizational Intangible Value
	26. Project Scheduling
	27. Employee Engagement
	28. Emotional Intelligence
	29. Employee Safety
	30. Employee Presenteeism
	31. Learning Effectiveness
	32. Information Orientation
	33. Information Proficiency
	34. Knowledge Flow
Epilogue: How to Begin Transforming Performance Measurement in Your Organization
Notes
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Index
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