Archive | 2007

Understanding Quality

In my job, I get to see the strategic objectives and KPIs for dozens of organizations, large and small, commercial and public sector, US and International. I’ve previously remarked  that customer satisfaction is one of the most often used – and least understood – measures. Despite the popularity of Six Sigma and Total Quality Management …

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Strategy Management

The recent resurfacing of the BI vs. PM controversy got me thinking about the longstanding confusion between financial, workforce, and IT performance management. When most people hear the term performance management, they think of what I might describe as human capital management. That is clearly different than budgeting, planning, and consolidation. The multiple uses of…

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