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Measuring (Results)

In: Cultivating Organizational Excellence

Author

Listed:
  • Albert Ferdinand Aalders

Abstract

Excellent organizations apply extensive performance management systems that anticipate change and help to manage change and transformation. Requirements for measuring performance and evaluating (progress of) change and transformation will be presented as key practices to understand the current situation, analyze possible gaps, and take the right decisions for the future. Designing a robust organizational performance management system and its development over time are essential to stay on the helm when expediting to future success. Shortcomings of traditional practices like the Balanced Scorecard are illustrated. State-of-the-art considerations on scorecards, dashboards, and the associated key performance indicators will be covered in this chapter. Special attention is paid to measuring perceptions, in particular evaluating customer feedback (e.g. using Net-Promoter Scores) and employee engagement. Attention is paid to optimizing the overall effectiveness of the measuring system and keeping the right balance between effort and relevance.

Suggested Citation

  • Albert Ferdinand Aalders, 2023. "Measuring (Results)," Management for Professionals, in: Cultivating Organizational Excellence, chapter 4, pages 71-95, Springer.
    • Handle: RePEc:spr:mgmchp:978-3-031-26289-0_4
    DOI: 10.1007/978-3-031-26289-0_4
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