n this session you will learn how to step through a structured approach for identifying the right set of “balanced metrics” (lagging and leading) that are aligned to the strategic objectives of an organization. The approach is based on the best in class “GQM” Goal-Question-Metric approach to metrics identification by starting with the strategic Goals and Objectives of an organization driven from the VoC (voice of the customer) and VoB (voice of the business), and drilling down to key questions (drivers). At the final step, the drivers are drilled down to balanced metrics – lagging & leading.
