Archive for 'PMA' Category

The ‘Control Tower’ Approach to Optimising Complex Service Delivery Performance

By Alan Meekings - Last updated: Friday, April 5, 2013

People tend to think the prime purpose of organisational performance management is learning from the past to improve the future. While this is certainly helpful, it is by no means the whole answer. Often overlooked is the other other important purpose, namely exploring the future to deliver better outcomes. Our recent paper (see 12-11-12 MBE Control Tower [...]

PMA Conference and Symposium Papers

By Alan Meekings - Last updated: Thursday, April 4, 2013

For ease of reference, papers presented by Landmark Consulting at previous PMA Conferences and Symposia are downloadable as follows: (1)    PMA Conference 2004 (Edinburgh): Getting the Most Out of Performance Measurement (see Paper for PMA 2004 (Final)) (2)    PMA Conference 2006 (London): ‘Plumbed-In Performance Improvement’: Accelerating Improvement and Adaptation in Organisations (see Paper for PMA [...]

Contact centre survey findings

By Alan Meekings - Last updated: Wednesday, August 3, 2011

Everyone knows that contact centre activities are highly measurable, using a plethora of KPIs. Yet little is known about where contact centre managers currently see themselves in the important field of performance measurement and management (PM&M) on a spectrum from poor to outstanding. Nor is much known about future aspirations or intended timescales for improvement. [...]

Linking operational indicators to a top-level scorecard

By Alan Meekings - Last updated: Tuesday, April 26, 2011

Recently Tina, a new member of the LinkedIn Balanced Scorecard group, enquired if anyone would be willing to share their experience around “how to implement KPI´s from Lean-processes into BSC successfully?” This sparked an interesting debate (see http://linkd.in/e0xEQR). As last weekend was a holiday, I asked for extra time to share my thoughts on how [...]

Target-setting paper published in Measuring Business Excellence

By Alan Meekings - Last updated: Thursday, March 10, 2011

The advocates and critics of target-setting seem unable to agree on any common ground. On the one hand, there is incontrovertible evidence of the damaging effects of arbitrary numerical target-setting. Yet, on the other hand, there is a significant body of academic evidence supporting the benefits of goal-directed behaviour. We have developed a paper showing [...]