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Phil Green

Phil Green

author, misLeading Indicators: How to Reliably Measure Your Business

Canada | Professional Services - Business Consulting

Why your customers may not see things the way you do

Posted about 10 years ago, 0 comments
Are your customers experiencing something completely different from what your indicators tell you they are experiencing? Probably. Suppose a retail company with branches of different sizes measured some aspect of customer service in each of its branches, say wait times.  Will the average wait time be a good representation of the average customer’s experience?
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Moneyball shows that you should challenge thinking about KPIs

Posted about 10 years ago, 0 comments
Business writers often speak of “measures that drive future performance.” The trick is figuring out what measures those are.
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The Operational Dashboard that had no Key Performance Indicators

Posted about 10 years ago, 5 comments
The “dashboard” is often used as a metaphor by business writers and consultants to explain to managers that they need performance measurement and key performance indicators for their business, just like they do for their cars. Otherwise they’ll drive their business off the road, they (falsely) argue.
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The importance of structural information

Posted about 10 years ago, 2 comments
Business writers and consultants today typically advise managers to calculate indices and percentages to measure the state of their enterprises. For example, Kaplan and Norton, in the “Balanced Scorecard”, suggest measuring “strategic information availability” with the “percentage of processes with real-time quality, cycle time, and cost feedback available” and “percentage of customer-facing employees having on-line access to information about customers.”  Meyer and Ross, authors in Peter Senge’s collaboration “The Dance of Change,” advise readers to develop similar measures, to strive for simplicity, and to display them on an “Operational Dashboard.”
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Gas pumps inaccurate, study shows. So are all measurements, experience shows.

Posted over 10 years ago, 0 comments
As Canadians and Americans fill up their tanks for the July 1st and 4th long weekend they can contemplate this piece by CBC news that tells us that inaccurate gas pumps are short-changing Canadians.
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