Classification of measures: measures or metrics can be classified under the following headings:

1 finance: income shareholder value added value rates of return costs.

2 outputs: units produced or processed throughput new accounts.

3 impacts: attainment of standard changes in behaviour completion of work\project level of take up of service innovation.

4 reaction: judgement by others colleagues internal and external customers.

5 times: speed of response or turnaround achievements compared with timetables amount of backlog time to market delivery times.