Editor’s note: This article from IT Week gives some interesting insights in regards to the importance of focusing on the customer and the continuing rise of metrics that don’t enable business success…

Performance management ‘could enable’ customer-centric businesses

Phil Muncaster in Stockholm, IT Week, 23 May 2007

Nearly three-quarters of firms are dissatisfied with their business performance management (BPM) initiatives despite significant time and investment in them. But those which implement it correctly could become more customer-responsive and profitable, according to speakers at this year’s SAS Forum in Stockholm…

…Lars Takla, former chief executive of energy firm ConocoPhillips, agreed that finding the right things to measure can be problematic, and added that his firm had to “adjust its processes to find out the right way to know what we should measure”.

The rest of this article is available here…