ABSTRACT
Because measures truly do drive behaviors, it’s pretty important we measure the right things because we will generally get what we measure. To ensure our teams are working with the correct measures, we basically need to start by fleshing out what we have got, decide on what it is we want to achieve, then deploy the appropriate measures that will get us there. When doing this, it helps to be mindful of three perspectives: the internal perspective, the customer perspective, and the regulatory and social perspective.
