Measuring (Results)

Albert Ferdinand Aalders

Chapter 4 in Cultivating Organizational Excellence, 2023, pp 71-95 from Springer

Abstract: Abstract Excellent organizations apply extensive performance management systems that anticipate change and help to manage change and transformation. Requirements for measuring performance and evaluating (progress of) change and transformation will be presented as key practices to understand the current situation, analyze possible gaps, and take the right decisions for the future. Designing a robust organizational performance management system and its development over time are essential to stay on the helm when expediting to future success. Shortcomings of traditional practices like the Balanced Scorecard are illustrated. State-of-the-art considerations on scorecards, dashboards, and the associated key performance indicators will be covered in this chapter. Special attention is paid to measuring perceptions, in particular evaluating customer feedback (e.g. using Net-Promoter Scores) and employee engagement. Attention is paid to optimizing the overall effectiveness of the measuring system and keeping the right balance between effort and relevance.

Keywords: Balanced scorecard; Benchmarking; Customer feedback; Emerging KPIs; Employee feedback; Flexible KPIs; In-process metrics; Key Performance Indicators (KPIs); Key Process Owners (KPOs); Key processes; KPI-review; Management review; Net Promoter Score (NPS); Overall dashboard KPI; Perception metrics; Performance indicators; Performance dashboard; Process control/management; Results dashboard; Results visualization; Summary KPI; Transformational KPIs; Visual management (search for similar items in EconPapers)
Date: 2023
References: Add references at CitEc
Citations:

There are no downloads for this item, see the EconPapers FAQ for hints about obtaining it.

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:spr:mgmchp:978-3-031-26289-0_4

Ordering information: This item can be ordered from
http://www.springer.com/9783031262890

DOI: 10.1007/978-3-031-26289-0_4

Access Statistics for this chapter

More chapters in Management for Professionals from Springer
Bibliographic data for series maintained by Sonal Shukla () and Springer Nature Abstracting and Indexing ().