OVERCOMING PERVERSE OUTCOMES OF MEASUREMENT: Using a Paradigm of “Work to Role”

Performance measurement systems based on the principle that “if you can’t measure it, you can’t manage it” reinforce a short-term culture by focussing on tangible outputs. Instead, the focus of organisations should be on sustainable long-term performance through continuous systemic improvement. To establish and reinforce behaviours that drive systemic improvement, measurement and reporting systems need to be designed to re-enforce work to role behaviour by managers. This paper discusses this concept and how it is being applied in practice through an ongoing action research project.