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This is a useful, readable book, that teaches hard lessons.
For example, if a help desk line measures performance by the number of calls an employee takes, then employees are motivated to spend very little time per call.
The concept of critical dimensions and its effect on dysfunctional measurement it's well worth the read.
This book is not an easy read. It has an academic tone so I had to stop a few times and reread the last sentence to get it right. It also doesn't offer a lot of practical advice. Read morePublished 4 months ago by Flavius Stef
Excellent source of content for those struggling with the complexities of organization performance measurement. Read morePublished 7 months ago by Thadd Stricker
This is a relatively difficult book to read. The structure is convoluted and the author is loquacious. Read morePublished 8 months ago by DocOnDev
The content is fairly simple in essence it is surprising how many 'mature' companies fail in this category. Read morePublished 12 months ago by Abel Brown
Balanced view addressing lovers and skeptical views of KPIs, practical examples of dysfunctional indicators, a must have for line and senior management.Published 19 months ago by Marcio C. Esteves
No, really. I've never looked at the world the same since reading this book many years ago. Austin, a former executive at Ford Motors Europe and now on the faculty of Harvard... Read morePublished on July 29, 2011 by John L. Sloan
This book is a really good resource for anyone in management or leadership who would like to find ways to measure the success of their business. Read morePublished on May 17, 2010 by Patricia H. Caylor
If you thought that performance review processes and incentive systems are often flawed, but wanted to understand why, Austin's book will give you a model to understand... Read morePublished on April 25, 2010 by Steve Berczuk
While research the issue of developer productivity and metrics for a client during this past week, I ran across a reference to this book, so I bought it. Read morePublished on March 3, 2010 by Bruce F. Webster