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Effective performance measurement is a balancing act, beginning with the two types
of measures:
Process measures (which monitor the activities of a process and motivate people
within processes); and output measures (which report the results of a process and
are used to control resources). A company can achieve its goals only if it has the
right balance of both.
Most companies have only output performance measures. The problem is that
processes can be corrupted in order to achieve the desired results for output
measures.
I'll have a lot more to say about these types of measures a little later.