12.1. Why Measure?
We have established that an organization is a system and that there are Three Levels of Performance—Organization, Process, and Job/Performer—that must be managed in order to get consistent, high-level organization output. We measure so that we can monitor; control, and improve system performance at all three levels, as shown in Figure 12.1. (In Figure 12.1 and throughout this chapter we show measurement points in the system as meters.)
Figure 12.1. Measuring the Three Levels of Performance Within the Organization System.
Without measures, managers have no basis for:
Specifically communicating performance expectations to subordinates ...
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