Tag Archives | performance management

Dilbert on risk management

Even though I’ve spent a lot of time over the last year talking to clients about risk management, I haven’t covered the topic in this blog other than my post on Risk Friends and Key Risk Indicators. This is especially odd as I’ve come to believe strategy management and risk management are inextricably linked. I’ll expound…

Continue Reading 1

Measuring Analyst Relations

On Friday, a colleague in another division asked me “How do you measure the effectiveness of analysts relations?” It’s an unanswerable question we’ve all been asked 1000 times about a wide variety of topics (even a marine terminal gate). As I said then, every time someone asks you to show them the measures, be sure to…

Continue Reading 8
wcpm-sm-a

Web channel performance management

For many years, I’ve argued that performance management is not just limited to finance but instead has many flavors, including workforce, operational, and IT performance management. Most people now seem to agree and there’s even talk of pervasive performance management.  However, a critical analysis of the current situation suggests that marketing organizations are still early on…

Continue Reading 3

Treating citizens as customers

Last month Ingrid Koehler (re)started an interesting discussion on whether citizens should be considered customers. While the debate isn’t necessarily new, it might be back in vogue with a majority of U.S. voters clamoring for change but the nation in a difficult financial situation. In a comment, Kari Manovitch suggests one size doesn’t fit all and that community, customer or…

Continue Reading 1

Target vs. Goal

While most people don’t distinguish between goals and objectives in every day conversation, I find that performance management practitioners sometimes use the word goal when they really mean target. This potential confusion between objectives and targets explains why I usually recommend against using the term goal when establishing a standard performance management terminology. From my…

Continue Reading 3

Logic Model

While it dates back to the 1970s, the Logic Model gained prominence in the 1990s largely in response to the Government Performance and Results Act (GPRA). The Logic Model provides organizations with a framework for understanding the relation between resources or inputs (what an organization invests); activities or outputs (what an organization gets done); and…

Continue Reading 13

Big Bang Performance Management

Performance management vendors often say adopting their tools must be done all at once, starting at the top of the organization. They argue that, without executive buy-in, a performance management deployment will not have the mandate needed to succeed. Furthermore, the argument continues, without an enterprise data warehouse and reporting tools deployed to every desktop, employees…

Continue Reading 4

Focused Organizations

As Balanced Scorecard practitioners know, Kaplan and Norton recommend five principles for strategy focused organizations: translate the strategy to operational terms; align the organization to the strategy; make strategy everyone’s everyday job; make strategy a continual process; and mobilize leadership for change. The City of Charlotte, NC applied these principles to become a Balanced Scorecard…

Continue Reading 1

More Gloom Than Doom

Over at Slate, Zachary Meisel and Jesse Pines have a sensationalist article entitled Waiting Doom that describes how hospitals are killing emergency room patients. They claim Esmin Green’s death was caused by the length of time she waited in the E.R. which they blame on the hospital practice of boarding inpatients. In their words, Despite increasing evidence that crowded E.R.s can…

Continue Reading 1