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Measurement and Feedback 123

Timely—Prompt measurement provides information on the current
quality of work and allows performers to make timely adjustments as
needed to improve results.
Accurate and Reliable—Measurement provides data that truly reflect
actual performance. The measure is objective and not easily manip-
ulated.
Sensitive to change—The measure promptly reflects significant
changes in performance.
Void of unwanted side effects—The measure does not promote un-
wanted behaviors to achieve the desired level of performance.

Feedback Systems

The objective of feedback is to communicate results in a manner that
facilitates sustaining satisfactory performance and improving inadequate
performance. Characteristics of an effective feedback system include:

Specific—The feedback provides specific knowledge regarding per-
formance.
Simple—Feedback is easily understandable.
Visible—Feedback is effectively communicated through charts and
other visual aids.
Positive—Feedback is constructive rather than used as a vehicle for
placing blame.
Timely—Feedback is provided soon after results are generated. The
linkage between results and execution of the work is maximized.
Timely feedback facilitates prompt adjustment of the process as
needed.
Individualized—Feedback is tailored to optimize meaning for indi-
viduals and teams.
Self-monitoring—Teams take the initiative to monitor their own per-
formance and provide performance feedback to all team members.
Goal-related—Feedback is specific to performance impacting orga-
nizational goals and objectives.
Linkage with reinforcement and corrective action—Feedback effec-
tively triggers reinforcement for good performance and corrective
actions when improvements are needed.