Many organisations have a culture where inaccurate good news is preferred over accurate bad news. Leaders and organisations need to be comfortable with getting feedback from their performance measures and KPIs. Cultures that accept inaccurate good news do not learn how to continually improve performance. The Allure of Inaccurate Good News “Accurate bad […]
READ MOREGet performance improvement from your management framework
High performing teams gain performance improvement. They plan, act, learn and replan to realise performance improvement. They have a culture of learning, supported by having a performance measurement framework that provides feedback. Iterative and progressive improvement is achieved over many cycles of acting, measuring and learning. High performing teams use measurement and improvement techniques […]
READ MOREPM’O’Phobia (or: the fear of performance measurement)
Seems we experiencing an epidemic of people with a fear of performance measurement. If you see resistance in your organisation to using KPIs, then there might be a fear of measurement. Good performance management does not create fear. It is about setting a clear vision and direction on the results to be achieved. Then collaborating and […]
READ MOREMeasure the influence you have, and realise the benefits – lessons from the NBA
Focus on influence not control. By going beyond what the National Blood Authority (NBA) could control, and by focusing on what they have influence over, the NBA have delivered around $600m savings to government over the last six years. A great example of using results as the focal point and measuring progress. Background and context I […]
READ MORELet’s Ban KPIs
Let’s ban KPIs or perhaps more specifically, let’s ban how we are currently using KPIs. We use guess-work to identify KPIs, they don’t tell us what our priorities are, we fudge the numbers and confuse improvement goals with business-as-usual. This post was inspired by a friend who works in the field of customer analytics and […]
READ MOREReflections on the Leader’s Edge Luncheon with Greg Hywood
Fairfax Media is a 185 year old newspaper company, that over the last 6 (or so) years has transformed itself into diversified media business. So as well as The Age, the AFR and Sydney Morning Herald, now also think of Domain, Stan and RSVP, amongst others. Greg Hywood is the CEO and Managing Director of Fairfax Media. Greg presented at the […]
READ MOREYour targets are hurting your customers – lessons from Wells Fargo and Youi
The issue of how we use sales targets and KPIs has raised its ugly head again. Wells Fargo in the US blaming sales targets and sales managers for opening large numbers of false accounts, resulting in huge fines and mass sackings. The big issue though – they have lost the trust of their vast customer base. Also in Australia, Youi are allegedly caught […]
READ MORECMO Momentum
The CMO Momentum delivered heaps of insights for marketing teams on customer experience and the skills teams need now to remain relevant. Airbub, Suncorp and Nude by Nature shared case studies and examples about the new age of marketing and the growing need for the CMO to be customer centric. I was asked to […]
READ MOREKPIs and Dashboards for CPA
Business leaders often struggle with making KPIs meaningful and also how to make sense of their dashboards. KPIs have to be linked to strategy, the results we want to achieve. Dashboards have to be user friendly, which essentially means answering three questions (1) what is performance doing, (2) why, (3) and what now? The […]
READ MORELessons from Woolworths – customer focus and measure what matters
Leadership teams often give customer focus and learning from measures lip-service. Woolworth’s learned the hard way that ignoring customer feedback, neglecting your performance measurement framework and blaming staff was costly. Leaders need to use the measurement system as a listening post, and measure what matters, Over recent months there have been numerous articles about the […]
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