Measure What Matters to Customers: Key Predictive Indicators

In the sixteenth century, a new word appeared in English dictionaries—pantometry, which means universal measurement. Ever since, humans have been obsessed with counting things, from people and sheep to the amount of cars imported and the number of McDonald’s hamburgers served. Being able to count and measure is another one of the traits separating man from animals. The problem for the pantometrists is the same one facing businesspeople today: what should be measured?

Learning Objectives

• We work in an Intellectual Capital economy, not an Industrial economy, or service economy, and why that difference is critical

• Why the traditional metrics of efficiency––which are over a century old––are no longer relevant to measuring the effectiveness of intellectual capital and human capital

• The critical difference between a Key Performance Indicator and a Key Predictive Indicator