The missing chain...

I found some interesting articles by the "usual suspects", (Strassmann, Bontis,etc.) on KM metrics. In the article by Bontis, one of the very important basics of the balanced scorcard approach is emphasised: "To this end, all measures should be linked through a cause and effect chain, that culminates in a relation to financial results.".

This is something that tends to be forgotten. When I started my PhD programme at Cranfield University earlier this year, one of my supervisors, Mike Bourne was surprised that the scorecard approach taken in the example I presented to him really has a cause-effect chain. He found this unusal as most organisations seem to forget that part of it and just use it as a set of inidicators.