ABSTRACT
Also be sure to differentiate between an actual user and simply a “collector” of performance-related information. In many instances, such information is sent to someone who is merely charged with collecting or assembling the information. The person in turn may send it on to someone
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else and so forth. Such collectors and “human repositories” do not constitute relevant users. Unless a relevant user can be specifically identified by name, title, or function, collecting a proposed performance measure should be seriously questioned. When developing a performance measurement system, it is often helpful to create a matrix similar to that shown in Table 6.1. The matrix pairs at least one user name with each and every proposed performance measure.
