High-performing organizations rely on metrics to improve profits, increase productivity, and enhance customer satisfaction. However, focusing too much on metrics can distract from identifying critical priorities. The best organizations constantly refresh their understanding through both quantitative data and qualitative questions to understand why results occur and what else may affect performance over time as external conditions change. They balance metrics with insights to set the best priorities for ongoing success.
High-performing organizations rely on metrics to improve profits, increase productivity, and enhance customer satisfaction. However, focusing too much on metrics can distract from identifying critical priorities. The best organizations constantly refresh their understanding through both quantitative data and qualitative questions to understand why results occur and what else may affect performance over time as external conditions change. They balance metrics with insights to set the best priorities for ongoing success.
High-performing organizations rely on metrics to improve profits, increase productivity, and enhance customer satisfaction. However, focusing too much on metrics can distract from identifying critical priorities. The best organizations constantly refresh their understanding through both quantitative data and qualitative questions to understand why results occur and what else may affect performance over time as external conditions change. They balance metrics with insights to set the best priorities for ongoing success.
» THE HIGH-PERFORMANCE ORGANIZATION PANEL DISCUSSION
by Don Moyer
Performance is largely a numbers game. High-performing companies need to know"how much"
Counter so they can improve profits,"how fast" so they can work more productively, and "how satisfied" so they can spread even greater delight. Metrics help such companies execute, with the precision
Proposal and quantifiable results that execution implies.
Numbers don't lie, but they can distract. Businesses often "include far too many measures and never identify the critical few," warn Balanced Scorecard creators Robert Kaplan and David Norton in The Strategy-Focused Organization. Those who exce\ at tracking hay may forget to look for needles, which makes it tough to set priorities. The maxim "Know thyself" is sound advice for man and management. High performers con- stantly refresh their self-knowledge by observing both their inner stats and the outside world, where rapid change can render once key metrics meaningless. They also ask questions that numbers cannot answer. "How much?" and "How fast?" are important, but so are "Why?" and "What else?"