Measuring outcomes – rather than outputs – is a key focus for agencies across all levels of government. To get greater return on investment for the community, we really need to understand the impact of our efforts. Measuring outcomes will provide evidence of that impact. There are four essential steps in measuring outcomes in government […]
READ MOREThe Two Types of KPIs
Leaders use KPIs for all types of reasons. This article defines the two types of KPIs, and why it is important to know the difference. Managers and leaders often articulate KPIs without using a specific method. Most tend to allow all types of things to be KPIs – such as, milestones, actions and sometime measures […]
READ MOREThere are no ‘proxy measures’ for performance
Proxy measures do not allow us to understand what performance is doing. To understand what performance is doing in our organisation we need to work out what to measure, then how to measure it. Proxy Measure The classic idea of a ‘proxy measure’ is an indirect measure of an outcome, particularly where the data […]
READ MOREThe Eight Steps to a High Performance Organisation
A high performance organisation has three key characteristics. They have leaders that know how to set the direction in a way that allows the people of the organisation to contribute on how we get there. These leaders will also seek evidence to monitor how the journey is progressing and coach the teams on how to […]
READ MOREThe WHY of Performance Measurement
Your why of performance measurement has a massive impact on the development of your culture. Start With Why In Simon Sinek’s Golden Circle from his TED talk and book Start With Why, he claims that most organisations know what they do, they sell products or services to people. Some know how they do what they […]
READ MORENet Promoter Score (NPS)
Net promoter score, or NPS, is very popular for many organisations. NPS goes beyond the passive feeling of ‘satisfaction’ to predicting customer behaviour. Importantly, whether customers will be an advocate for what you do, to their friends, family and colleagues. In this age customers rely far more on the opinions of their network than advertising. […]
READ MORECustomer lifetime value (CLV)
Customer Lifetime Value, (CLV) is a key measure for understanding the value of customer groups. Best not used as an overall value for your customer portfolio, but as a tool to understand where the value is different from one customer group to another. When we know the value from each customer group, the combination […]
READ MOREExecutive accountabilities and KPIs
Good corporate governance covers a wide range of factors. One area that gets a lot of attention is in the setting of executive KPIs (key performance indicators) where the Board can hold the CEO to account. Perhaps this executive accountability needs a revamp. Moving away from negotiating executive KPIs to clearly knowing what performance is […]
READ MOREHow keep your strategy fresh
Most organisations put a lot of effort into creating strategic plans only to find that during the year their plans have become shelf-ware or lost somewhere in the bottom drawer. There is a pragmatic approach that ensures your strategy will stay fresh. Common Mistakes with Strategy There are a few common mistakes we […]
READ MOREWhich KPI Approaches Work?
KPIs are used extensively in all types of organisations. There are many KPI approaches, but only one method to develop and use KPIs. Let’s investigate how KPIs developed, how they are used and the various KPI approaches. As we do this we will see the short comings of popular KPI approaches and discover the performance […]
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