Abstract:
A common reason to measure and track something is to drive results. Which of course begs the question, “What results are you trying to drive?” The answer to that question comes from answering questions such as: What is our mission, our vision, our objectives and our strategy to accomplish the mission. The talk will open with numerous examples of well thought out measurement systems that do not achieve the right results. For example, how should one measure the success of an ambulance service? The common measurement is “response time”. Yet the mission is to save lives. Give this mission, what is the right measurement? Next, 3 or 4 company case studies, such as Dell Computer, Nucor Steel, Wal-Mart, and Southwest Airlines will be reviewed. The studies will highlight what these successful players measured and tracked and what some of their less successful competitors tracked.

About the Presenter:
Charles Keller