Performance indicators: 20 early lessons from managerial use

Performance indicators are a valuable managerial tool if properly used; if not, managerial time and cash resources could be wasted, and, more seriously, managerial action could be distorted. This article provides 20 valuable lessons in the use of performance indicators. They are the result of a three‐year research project involving discussions and written feedback from 500 middle‐ and senior‐grade public service managers using performance indicators.