tag:blogger.com,1999:blog-8455467.post5329385797999338224..comments2024-03-06T19:11:47.481+00:00Comments on Balanced Scorecard: Mais um monumento à treta - parte IICCzhttp://www.blogger.com/profile/14653748657820727728noreply@blogger.comBlogger1125tag:blogger.com,1999:blog-8455467.post-53687302661691813632011-08-16T13:08:36.271+01:002011-08-16T13:08:36.271+01:00http://value-basedservicesystem.blogspot.com/2011/...http://value-basedservicesystem.blogspot.com/2011/08/complicated-vs-complex-outcomes.html?showComment=1313496227047#c1392679626359151463<br />.<br />"It took me ages in a national library project to get them understand that their true outcome is their contribution and alignment towards achieving the nation's literacy (which they don't control). they preferred to talk about their outcomes as book browsing, lending etc (which they do control)."<br />.<br />So common when working with public institutions... they don't want to measure what they don't control. They prefer to measure freaquency of work, frequency of actions and not outcomes.<br />.<br />Reminds me also Gronroos when he writes about internal and external efficiency.CCzhttps://www.blogger.com/profile/14653748657820727728noreply@blogger.com