Performance Management: How to Measure What You Manage

"If you are not keeping score, you are just practicing." Performance management can be summarized in a single sentence: You can only manage what you measure. Some organizations suffer from "internal customer syndrome." When this occurs department members believe: AR is an internal overhead function, so why should internal and external customers be treated alike? They know what is important to their internal customers; Why change what is working; and We do not have the time…