Need to measure the ability of managers to listen and take action. Need both positive and negative measurements. Celebrate major achievements and accomplishments with workers. Typically we measure what is easy. Interviews and surveys are difficult to measure, but are important.
Failures are easier to measure than successes.
A lot of confusion exists regarding the institutionalization of Performance Measures. We need to have a better definition of excellence in ISM expectations. It should be recognized that there are different types of measures depending on where you are in implementation. Self-assessment is important. Identify measures early, before beginning program implementation.