Getting the measure of your business

Part I. Process Overview: 1. What is performance and why measure it? 2. What does a performance measurement system include? 3. The process of performance measurement system design 4. Summary of phase 1 of the procedure 5. Summary of phase 2 of the procedure 6. Participation 7. Internal participation 8. External participation 9. Process and project management 10. Launching the process 11. Further reading Part II. Selecting a Facilitator: 12. Launching the process 13. The workbook 14. What are our main customer-product groups? 15. What are our business objectives? 16. Are we achieving our business objectives? 17. Have we chosen the right measures? 18. Using our measures to manage the business 19. What can we use to drive performance towards our objectives? 20. Which performance drivers are the most important? 21. How do we know these drivers are working? 22. Have we chosen the right measures for the drivers? 23. Using these measures to drive business performance.