Archive | April, 2007

The More Things Change

Does the following resonate with you? “It seems that everywhere you turn, people are talking about performance management; vendors, consultants, press, public sector and commercial organizations alike. Amidst the buzz however, one troubling trend is beginning to emerge. Many performance management projects have languished, burdened by unrealistic expectations, delayed schedules, and intangible benefits. Performance management…

Continue Reading 0

Unhealthy Measures

It seems like every few months I hear a story that tries to claim that performance management is bad for organizations.  The latest one comes from Phil Dourado  who writes, “Target-based systems distort everything and most people’s behaviour.” (Source)  Phil bases his indictment of performance management on several stories about the UK’s National Health Service…

Continue Reading 9

Improving Performance at USPS

At a recent performance management conference, I attended a talk by the Manager of Strategic Business Planning at the U.S. Postal Service (USPS) who described how they used performance management concepts to dramatically improve the agency. I showed up at the talk with skeptical attitude, as the post office does not have the best reputation…

Continue Reading 2

Reviewing Call Center Performance

I often use call centers as my default example when describing how better objectives and metrics can help improve performance. It’s not that performance in call centers is always poor. It’s just that executive management often regards the call center as nothing more than required overhead that burden the bottom line. Call center sometimes unwittingly…

Continue Reading 2