Performance Measures

Should the CFO (or the finance group)take the lead or play a key role in overhauling the firm's performance measurement system? Why or why not?

What are the major payoffs from overhauling the performance measurement system?

What are some pitfalls in design and implementation? Where does corporate culture fit in the process?

Implementing Performance Measures

What performance measures have you seen (or might you adopt) that fit the following categories? (I'm not asking everyone to respond to each category!)

Customer, owner, internal business process, learning, and innovation

Corporate, business unit, operating unit levels

Leading versus lagging measures

Financial versus non-financial

Quantitative versus qualitative

What might be difficulties in developing and applying performance measures for activities are outside the control of any one individual?

Measuring the Performance of a Call or Customer Service Center

Since we're discussing performance measures this week, and since we've all experienced outsourced customer service (via a call center), we might want to apply our analytic skills to asking how we might measure the performance of such a center.

Thoughts?