ABSTRACT
This chapter illustrates the principle in selecting and developing a metrics system: Identify the goal for which leaders is designing student’s metrics system. The class of system attempts to measure and track the performance of the entire organization. While performance improvement systems focus on processes and technical performance, organizational improvement systems include technical performance, financial performance, employee performance and satisfaction, organizational leadership, growth and maturity and customer satisfaction. Inventrix has a goal of doubling sales in five years through innovation. CROmed is trying drastically to increase quality. Customer complaints about quality are significant and growing. BioStart is facing significant growing pains. VirtuPharm is looking to build long-term, cross-organizational relationships. There are several principles for successful selection of a system are identify the goal for which leaders are designing their metrics system, make sure the organization is committed to sustaining the metrics system leaders choose. It includes make sure students have sufficient management support at the appropriate levels.
