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...Agenda functional best practices case study emerging health hsbc open discussion technical www regoconsulting com phone why do we utilize metrics align behaviors with organizational strategy what gets measured done enables self service performance management benchmarking internal and external manage based on data not gut feel makes a good metric smart specific meaningful aligned realistic goals time balanced want to drive the wrong behavior drill down need be able answer automated consistency availability accuracy incentives rewards positive focus highlight bad assign ownership monitor report improve leading vs lagging measure things that can changed how create kpis understand strategic of your organization determine key success factors in reaching define indicators for these make pis available communicate all levels...