I love the phrase 'what gets measured gets managed', it is so apt. There is a downside to this phrase, however, and I saw it in action again last week. One of my clients had a real issue with one of their business processes, it was under performing and causing a tangible knock on effect for the rest of the business. Available from Amazon and iTunes They had already looked at their process, developed a metric to help measure the performance and, as the saying goes, it got managed. At the same time this team took their eye off the ball with another one of their key processes and that started to go downhill. We put a measure in place for the other process, established a degree of formality around their Key Performance Indicators (KPIs) - of which there were now two - and balanced out the management of the processes. So, what is the lesson here? Make sure that the team are measuring all of their key processes before the change is about to start. In this case t