Developing a performance measurement program for operations is no simple task

Developing a performance measurement program for

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Developing a performance measurement program for operations is no simple task. As top-line growth becomes more challenging, performance measurement of operations is increasingly seen as a differentiator. Winners will extract superior margins by focusing on “how well” they do, as opposed to “what” they do. Financial services companies face an inevitable choice: challenge the status quo or risk being left behind the pack.
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19 Strategy& Endnotes 1 Carl Thor and Mark G. Brown, “Effectively Managing Performance Measurement Systems,” APQC, 2004. 2 Carl Thor and Mark G. Brown, “Effectively Managing Performance Measurement Systems,” APQC, 2004. 3 Richard Donkin, “Human-capital measuring at the Royal Bank of Scotland,” Human Resource Management International Digest, 2005.
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