Scorecard and KPIs: if it cannot be measured, it cannot be managed!

From George Odiorne to Peter Drucker, the quote, “If you can’t measure something, you can’t manage it,” has been discussed, spoken, and written in many forms over the years. Regardless of how the quote is written, you need scorecards if you are to measure, manage, and improve your business, operations, and processes. This article will suggest that you should consider

You must see with your ears and you eyes

Generally speaking, most companies are pretty good at getting out and rubbing elbows with customers to conduct the kind of ethnographic research that involves watching customers in their user habitat. The challenge that all of them have is turning their observations into insights that produce a new strategy and competitive advantage. Some are better than others at it, of course,