Carl Thor - Performance Measures

Carl Thor (1994) highlights the 'family of measures' concept and the alignment of measures across a company. He describes five measurement categories:

• Profitability
• Productivity
• External quality (measured by customer satisfaction)
• Internal quality (measurements of efficiency and waste)
• Other quality (measurement of innovation, safety and company culture).

Thor suggests that each department in the organisation should have some measures that are unique while others are related to shared goals. He describes a weighting system to aggregate a number of measures into a single overall measure of company performance.