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I'm Sorry I Broke Your Company by Karen Phelan

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3Metrics Are the Means, Not the EndsNumerical Targets Are Measure-mental

image Everything gets measured all the time

Because of the obsession with financial measures that arose in the 1980s, someone was bound to note that it takes more than just managing the financials to run a business. Those someones were Robert Kaplan and David Norton, who published a paper on the balanced scorecard (BSC) in the Harvard Business Review (HBR) in 1992. The premise of the BSC is that four categories of measures are needed to manage a business successfully—financial, customer satisfaction, internal processes, and innovation and learning. Ideally, the measures in these ...

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