Key points are not available for this paper at this time.
When the CEO of a small engineering firm asked us to set up a performance measurement system to “drive” his business, we were left wondering what to measure and how to measure it – given that his information systems were in a somewhat chaotic state. This article describes the authors' attempts to derive some order from the prevailing chaos and to use it as the foundation stone for a continuous improvement culture.
Blenkinsop et al. (Mon,) studied this question.