Good performance measures are actionable. Actionable measures provide the basis for decisions at the level at which they are appliedthe value chain, organization, process, department, workstation, job, and service encounter. They should be meaningful to the user, timely, and reflect how the organization generates value to customers.

Select an organization you are familiar with or have an interest in. Describe the key performance metrics in that industry and firm using the format of Exhibit 2.1.pdf Download Exhibit 2.1.pdf. What criteria are missing? Explain. Is it effective in measuring performance? (Is it actionable?)