Performance Metrics Flashcards

A team's quarterly scores show one region far below the rest. Before coaching the regional leader, what should the coach do first?

Answer: Check the data for context, such as market size, staffing, or measurement differences

Outliers may come from differences in context or in how the data was collected, not from poor performance.

Which practice best reduces the risk of metric gaming on a team?

Answer: Pairing quantity metrics with quality or balancing metrics

Balancing metrics such as error rates alongside volume make it harder to hit one number by giving up another.

The Balanced Scorecard framework groups organizational metrics into which four perspectives?

Answer: Financial, customer, internal business process, learning and growth

Kaplan and Norton's Balanced Scorecard uses the financial, customer, internal process, and learning and growth perspectives.

In the OKR framework, what is the role of key results?

Answer: They are measurable outcomes that show whether the objective was achieved

Objectives are qualitative and directional, while key results are specific, measurable outcomes.

A client consistently scores 100% on their OKRs every quarter. What might a performance coach suggest?

Answer: The goals may not be ambitious enough

Stretch OKRs are often meant to land around 60–70% achievement, so constant 100% scores may mean the goals are too easy.

Which feedback approach best helps a client use performance data for improvement rather than becoming defensive?

Answer: Exploring the data together with open questions about patterns and causes

Exploring the data together builds ownership and insight instead of a sense of being judged.

A manager tracks the percentage of projects delivered on time. Which type of metric is this?

Answer: Timeliness (schedule adherence) metric

On-time delivery rate measures schedule adherence, which is a timeliness metric.