As with any endeavor connected with trendy words and phrases, “performance measurement”
means different things to different people. To some, performance means “customer satisfaction”,
and little, if anything, else. To others, it is productivity; to still others, it is procedural. In most
real-world situations there are elements of all three of these dimensions. Whatever your
definition of performance, it is important that it be clear in your own mind what you are trying to
achieve, and that you make sure that those working with and for you have the same
understanding.