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by Harvard Business School Press
Measuring Performance
Pocket Mentor Series
Title Page
Copyright Page
Table of Contents
Mentor’s Message: Why Measure Organizational Performance?
Measuring Performance: The Basics
An Overview of Performance Measurement
Why appraise business performance?
What is performance measurement?
Who uses performance measurement data?
Understanding Key Performance Indicators
What is a KPI?
Three types of KPIs
KPIs and you
Who uses KPIs?
Understanding Performance Measurement Systems
What is a formal performance measurement system?
Why are performance measurement systems beneficial?
Types of performance measurement systems
Step 1: Deciding What to Measure
Defining your objectives
Defining critical success factors
Defining performance metrics
Evaluating data sources
Step 2: Gathering Performance Data
Setting targets
Using benchmarking and baselines
Determining a target range
Collecting and communicating data
Step 3: Interpreting Performance Data
Comparing targeted and actual performance
Deciding how to respond
Avoiding Common Mistakes
Too few or too many metrics
Unaligned metrics
Overly aggressive targets
Manipulation of performance data
Difficulty validating data
Inappropriate responses to performance shortfalls
Outdated objectives and measures
Maura’s Story
Setting objectives, CSFs, and metrics
Gathering performance data
Interpreting performance data
Making important discoveries
Tips and Tools
Tools for Measuring Performance
Test Yourself
Answers to test questions
To Learn More
Sources for Measuring Performance
Key Terms
How to Order
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Mentor’s Message: Why Measure Organizational Performance?
Table of Contents
Pocket Mentor Series
Title Page
Copyright Page
Mentor’s Message: Why Measure Organizational Performance?
Measuring Performance: The Basics
An Overview of Performance Measurement
Understanding Key Performance Indicators
Understanding Performance Measurement Systems
Step 1: Deciding What to Measure
Step 2: Gathering Performance Data
Step 3: Interpreting Performance Data
Avoiding Common Mistakes
Maura’s Story
Tips and Tools
Tools for Measuring Performance
Test Yourself
To Learn More
Sources for Measuring Performance
Key Terms
How to Order
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