001

Table of Contents
 
Praise
Title Page
Copyright Page
Dedication
About the Author
Preface
HOW THIS BOOK DIFFERS FROM MY 2004 BOOK ON PERFORMANCE MANAGEMENT
LINKING STRATEGY TO OPERATIONS WITH THE ABILITY TO RESPOND
FIVE CRITICAL MANAGERIAL AREAS
ORGANIZATIONAL TRANSFORMATION: HOW TO GET FROM HERE TO THERE
PERFORMANCE MANAGEMENT 2.0
MY PERSONAL POSITION STATEMENT
OVERVIEW OF THE BOOK
SOME READER INSTRUCTIONS
 
Part One - Introduction
 
Chapter 1 - Rules for Ensuring Poor Performance
Chapter 2 - Performance Management: Myth or Reality?
 
EXECUTIVE PAIN: A MAJOR FORCE CREATING INTEREST IN PERFORMANCE MANAGEMENT
WHAT IS PERFORMANCE MANAGEMENT?
IS PERFORMANCE MANAGEMENT A NEW METHODOLOGY?
CLARIFYING WHAT PERFORMANCE MANAGEMENT IS NOT
WHAT HAS CAUSED INTEREST IN PERFORMANCE MANAGEMENT?
PERFORMANCE MANAGEMENT FRAMEWORK FOR VALUE CREATION
PERFORMANCE MANAGEMENT AS A CONTINUOUS FLOW
AUTOMOBILE ANALOGY FOR PERFORMANCE MANAGEMENT
WHERE DOES MANAGERIAL ACCOUNTING FIT IN?
PERFORMANCE MANAGEMENT UNLEASHES THE RETURN ON INVESTMENT FROM INFORMATION
TWO TYPES OF COMPUTER SOFTWARE: TRANSACTIONAL AND DECISION SUPPORT
MANAGEMENT’S QUEST FOR A COMPLETE SOLUTION
ECONOMIC DOWNTURNS AND PERFORMANCE MANAGEMENT
NOTES
 
Chapter 3 - What Will Be the Next New Management Breakthrough?
 
HISTORY OF MANAGEMENT BREAKTHROUGHS
WILL PREDICTIVE ANALYTICS BE THE NEXT BREAKTHROUGH?
POWER OF QUANTITATIVE ANALYSIS AND PERFORMANCE MANAGEMENT
NOTE
 
Chapter 4 - The Future: Enterprise Risk-Based Performance Management
 
RISK AS OPPORTUNITY OR HAZARD?
TYPES OF RISK CATEGORIES
RISK-BASED PERFORMANCE MANAGEMENT FRAMEWORK
STRATEGY EXECUTION RISK MANAGEMENT BEGINS WITH STRATEGIC OBJECTIVES
INVULNERABLE TODAY BUT AIMLESS TOMORROW
 
Part Two - Performance Management Overview
Chapter 5 - Why the High Interest in Performance Management Now?
 
DEBUT OF PERFORMANCE MANAGEMENT AT THE ENTERPRISE LEVEL
DEEP AND EVEN DEEPER ROOT-CAUSE FORCES AS TO WHY PERFORMANCE MANAGEMENT NOW
WIDENING ZONE (#3) OF COMPLEXITY, UNCERTAINTY, AND CHANGE
WHAT? SO WHAT? THEN WHAT? . . . WHY NOT?
NOTES
 
Chapter 6 - Human Capital and Workforce Management: Art or Science?
 
WHAT PREVENTS THE HR DEPARTMENT FROM BEING MORE STRATEGIC?
ADVANCING FROM HR TO STRATEGIC HUMAN CAPITAL MANAGEMENT
REDUCING EMPLOYEE TURNOVER AND IMPROVING EMPLOYEE RETENTION
BUSINESS INTELLIGENCE AND PREDICTIVE ANALYTICS
HUMAN CAPITAL AS A COMPONENT OF THE PERFORMANCE MANAGEMENT FRAMEWORK
NOTE
 
Chapter 7 - Tipping Point for Performance Management
 
MULTIPLE TIPPING POINTS OF PERFORMANCE MANAGEMENT COMPONENTS
SYNERGY FROM THE LINKS AMONG PERFORMANCE MANAGEMENT COMPONENTS
NOTE
 
Chapter 8 - An Interview with a CEO You Might Want to Work For
 
A CEO YOU CAN DREAM ABOUT
LACK OF LEADERSHIP?
 
Chapter 9 - Does “A Word to the Wise” Mean Ignore the Dummies?
 
Part Three - Performance Management Supports Business Intelligence and Decision Making
Chapter 10 - How Do Business Intelligence and Performance Management Fit Together?
 
HOW DO BUSINESS INTELLIGENCE AND PERFORMANCE MANAGEMENT RELATE TO EACH OTHER?
NOTES
 
Chapter 11 - CEO’s Targeted Financial Return: A Goal or a Wish?
 
Part Four - Implementing Performance Management
Chapter 12 - First Barrier to Performance Management: How Do We Get Started?
 
PERFORMANCE MANAGEMENT: AN ENIGMA OR SIMPLY AMBIGUOUS?
RAPID PROTOTYPING OF ACTIVITY-BASED COST MANAGEMENT AND THE BALANCED SCORECARD
IS A READY-FIRE-AIM APPROACH ALL THAT BAD?
 
Chapter 13 - Where Do You Begin Implementing Performance Management?
 
ONE PERFORMANCE MANAGEMENT FRAMEWORK, BUT MANY RECIPES
PERFORMANCE MANAGEMENT IS ABOUT INTEGRATION AND SPEED
RAPID PROTOTYPING TO ACCELERATE LEARNING
EMBRACE UNCERTAINTY WITH PREDICTIVE ANALYTICS
PRIORITIZE OR MAXIMIZE?
 
Chapter 14 - The Many Rooms of the Organization Mansion
 
DIFFERENT ROOMS FOR DIFFERENT FUNCTIONS
PROCESS EFFECTIVENESS OR STRATEGY?
PERFORMANCE MANAGEMENT CHAMBERS
NOTES
 
Chapter 15 - Accountability and Incentives for Rewards: How Disconnected Are They?
 
REWARD PERFORMANCE YOU WANT TO ENCOURAGE: BUCKS FOR BEHAVIOR
HOW EFFECTIVE ARE PERFORMANCE MEASURES WITHOUT CONSEQUENCES?
HOW DOES PERFORMANCE MANAGEMENT SOLVE THIS PROBLEM?
A WAY FORWARD
NOTES
 
Chapter 16 - Why Do You Have to Be a Sociologist to Implement Performance Management?
 
PLANNING VERSUS COMMUNICATING
NOTES
 
Part Five - Strategy Maps, the Balanced Scorecard, and Dashboards
Chapter 17 - The Promise and Perils of the Balanced Scorecard
 
LACK OF CONSENSUS
IMPLEMENTING TOO QUICKLY AND SKIPPING KEY STEPS
MEASUREMENTS ARE MORE OF A SOCIAL TOOL THAN A TECHNICAL TOOL
SCORECARD OR REPORT CARD? THE IMPACT OF SENIOR MANAGEMENT’S ATTITUDE
WHY NOT AN AUTOMOBILE GPS NAVIGATOR FOR AN ORGANIZATION?
HOW IS YOUR ORGANIZATION DIFFERENT FROM TIGER WOODS?
ARE FAILURES DUE TO ARROGANCE, IGNORANCE, OR INEXPERIENCE?
NOTES
 
Chapter 18 - How Are Balanced Scorecards and Dashboards Different?
 
THE VITAL FEW VERSUS THE TRIVIAL MANY
SCORECARDS AND DASHBOARDS SERVE DIFFERENT PURPOSES
STRATEGY IS MORE THAN PERFORMING BETTER: IT INVOLVES DOING DIFFERENT THINGS
GETTING PAST THE SPEED BUMPS
NOTES
 
Chapter 19 - When Performance Management Becomes Surgery
 
THE LARGER THE CHANGE, THE GREATER THE RISK OF FAILURE
ARROGANCE, IGNORANCE, DELUSION, OR SOMETHING ELSE?
URGENCY MEANS NOW
NOTES
 
Part Six - Financial Performance Management
Chapter 20 - Do Accountants Lead or Mislead?
 
PERILS OF POOR NAVIGATION EQUIPMENT
PERILS OF POOR MANAGERIAL ACCOUNTING
THE ACCOUNTANT AS A BAD NAVIGATOR
 
Chapter 21 - Confusion with Managerial Accounting
 
HISTORICAL EVOLUTION OF MANAGERIAL ACCOUNTING
SHARED AND INDIRECT EXPENSES
TIME-DRIVEN ACTIVITY-BASED COSTING
WHAT DO PROPERLY TRACED COSTS REVEAL?
ACCOUNTING FOR LEAN MANAGEMENT: AN ALTERNATIVE OR COEXISTING COSTING METHOD?
COSTING STAGES OF MATURITY
EXCEL HEAVEN—OR IS IT HELL?
FINANCIAL ACCOUNTING VERSUS MANAGERIAL ACCOUNTING
COMING TO GRIPS WITH REALITY
NOTES
 
Chapter 22 - What Is Broken about Budgeting?
 
EVOLUTIONARY HISTORY OF BUDGETS
A SEA CHANGE IN ACCOUNTING AND FINANCE
FINANCIAL MANAGEMENT INTEGRATED INFORMATION DELIVERY PORTAL
NOTE
 
Chapter 23 - Put Your Money Where Your Strategy Is
 
PROBLEMS WITH BUDGETING
VALUE IS CREATED FROM PROJECTS AND INITIATIVES, NOT THE STRATEGIC OBJECTIVES
DRIVER-BASED RESOURCE CAPACITY AND SPENDING PLANNING
THREE TYPES OF BUDGET SPENDING: OPERATIONAL, CAPITAL, AND STRATEGIC
FROM A STATIC ANNUAL BUDGET TO ROLLING FINANCIAL FORECASTS
MANAGING STRATEGY IS LEARNABLE
NOTES
 
Part Seven - Customer Value Management
Chapter 24 - From Working for the Boss to Working for the Customer
 
A SHIFT OF POWER FROM SELLERS TO BUYERS
HOW CAN SUPPLIERS GAIN A COMPETITIVE EDGE?
SINGLE VIEW OF THE CUSTOMER
 
Chapter 25 - How Profitable to Us Is Each Customer Today—and Tomorrow?
 
RISKS FROM INACCURATE COST CALCULATIONS
QUEST FOR INDIVIDUAL CUSTOMER PROFIT REPORTING
MIGRATING CUSTOMERS TO HIGHER PROFITABILITY
OPTIONS TO RAISE THE PROFIT CLIFF CURVE
COMPUTER TECHNOLOGY ENABLES TRANSACTION-BASED CUSTOMER PROFITABILITY REPORTING
ACHIEVING EXTREME HIGH COST ACCURACY WITH TRANSACTION-BASED COSTING
NOTE
 
Chapter 26 - Optimizing Customer Lifetime Economic Value
 
A FINANCIAL VIEW OF CUSTOMERS MUST BE ADDED TO A BEHAVIORAL VIEW
THE PERFECT STORM IS CREATING TURBULENCE FOR SALES AND MARKETING MANAGEMENT
UNANSWERED BUT CRITICAL QUESTIONS
SHOULD WE BE PURSUING THE MOST PROFITABLE OR THE MOST VALUABLE CUSTOMERS?
DECISION SUPPORT FOR SERVICING CUSTOMERS MUST BE TAKEN TO A HIGHER LEVEL
CUSTOMER LIFETIME VALUE: VIEWING CUSTOMERS AS AN INVESTMENT
TRADE-OFF BETWEEN CUSTOMER AND SHAREHOLDER VALUE
THE CFO SHOULD SERVE THE CMO AND THE SALES DIRECTOR
NOTES
 
Part Eight - Performance Management and Shareholder Wealth Creation
Chapter 27 - Can Performance Management Accomplish What Einstein Could Not?
 
QUANTUM MECHANICS AND PERFORMANCE MANAGEMENT
WHICH IS THE DEPENDENT AND WHICH THE INDEPENDENT VARIABLE: CUSTOMERS OR SHAREHOLDERS?
THE DATA AND MATH EXIST: WHAT IS NEEDED IS THE THINKING
NOTE
 
Chapter 28 - Why Do Capital Market Organizations Underachieve Their Planned ROI?
 
FIVE VALUE-CAPTURE CATEGORIES TO ACHIEVE RESULTS
HOW CAN PERFORMANCE MANAGEMENT METHODOLOGIES UNLOCK POTENTIAL VALUE?
PERFORMANCE MANAGEMENT’S BONUS METHODOLOGY: ROLLING FINANCIAL FORECASTS
WHAT LEADS TO THE UNFULFILLED PROMISES OF ROI FOR CAPITAL MARKET FIRMS?
NOTES
 
Chapter 29 - Will Private Equity Funds Turbocharge Applying Performance Management?
 
WHO ARE THE PARTICIPANTS IN CAPITAL MARKETS?
WHAT IS CAUSING THE EMERGENCE OF PRIVATE EQUITY FUNDS?
PRIVATE CAPITAL MARKETS ARE FREE OF THE SHORTCOMINGS OF PUBLIC AND INTERNAL ...
WHY WILL PRIVATE EQUITY FUNDS TURBOCHARGE THE ADOPTION OF PERFORMANCE MANAGEMENT?
NOTES
 
Part Nine - Environmental Performance Management
Chapter 30 - Social and Environmental Performance Management
 
HOW CAN WE HELP?
WHEN DO YOU REALIZE ENVIRONMENTAL MANAGEMENT IS SERIOUS?
MEASUREMENTS: A USUAL PROBLEM BUT HUGE OPPORTUNITY
PERSONAL REVELATIONS
NOTES
 
Chapter 31 - How Is a Chief Financial Officer Affected by the Sustainability Movement?
 
NOTES
 
Part Ten - Conclusion
Chapter 32 - Christmas Gift Letter to Santa Claus
Chapter 33 - Performance Management from Future Diaries
 
VICE PRESIDENT, SALES
VICE PRESIDENT, OPERATIONS
VICE PRESIDENT, MARKETING
CHIEF INFORMATION OFFICER
CHIEF EXECUTIVE OFFICER
NOTE
 
Chapter 34 - A Dear-CEO Advice Column You Might Want to Read
Chapter 35 - From Nag to Wag: Why Performance Management Now?
 
THE OBSESSION WITH ROI JUSTIFICATIONS
DID BEETHOVEN PAVE THE WAY FOR PERFORMANCE MANAGEMENT?
THE FUTURE OF PERFORMANCE MANAGEMENT
NOTE
 
Index

Additional praise for Performance Management: Integrating Strategy, Execution, Methodologies, Risk, and Analytics
In his most recent book, Gary Cokins shows he has successfully been able to expand his base thinking into a contemporary and useful read. In recognizing the importance of enterprise risk management to today’s organizations-and integrating it into the broader content message-this books makes a leap forward for 21st century business practices.
—Ellen M. Heffes, editor-in-chief,
Financial Executive; Financial Executives Institute
 
Gary Cokins has cracked the code to improving performance by producing a comprehensive body of knowledge which focuses on the implementation of the strategy. A unique feature of Gary’s work is that he provides an integrated framework that incorporates Governance, Risk, and Compliance, as well as Customer Value Management. This is a must read for every executive who intends to show performance growth.
—V. Kumar, Ph.D., Richard and Susan Lenny
Distinguished Chair Professor of Marketing, and Executive Director,
Center for Excellence in Brand & Customer Management,
J. Mack Robinson College of Business, Georgia State University
Author of Managing Customers for Profit
 
Gary Cokins is one of those gurus who not only is a recognized expert but truly gets it. He is the first expert to truly link performance management to customer value management in a way that makes sense for the 21st century. Because of that, mark my words here, this book will make a serious difference to the conduct of business in the workplace.
—Paul Greenberg,
President, The 56 Group, LLC; and Managing Partner/CCO: BPT Partners
Author of CRM at the Speed of Light, 4th edition.
 
Cokins’ writings on Performance Management represent valuable contributions to better understand why and how performance management is essential in managing in a dynamic business environment. The book enables today’s managers and executives to take another critical step forward in realizing the potential operating and strategic improvements that can be derived from a well structured and implemented Performance Management system.
—Lawrence Maisel,
Managing Partner, DecisionVu LP
 
 
Gary’s latest work on Performance Management continues his thought leadership on the topic. He crystallizes the broad array of performance measurement tools into a holistic approach to better and higher level performance management. His emphasis on learning from others, behavioral change, making choices, focusing, and using reliable fact-based data are all sound pieces of advice that should help organizations deal with tough times and keep on the winning track.
—Christopher T. McKittrick, CPA,
Director of Members in Business, Industry & Government,
American Institute of Certified Public Accountants (AICPA)
 
Gary Cokins has been a proven thought-leader ever since he was the lead author of the popular An ABC Managers’ Primer published in the early 1990s. With each of his successive books, Gary has raised the bar to help practitioners with concepts and implementation issues related to managerial accounting and performance management. This book is written in a lighthearted way that anyone can understand and describes the integration the many possible solutions that an organization can use to improve their performance and also avoid implementation pitfalls.
—Steve Vieweg,
President and CEO, CMA-Canada
 
Gary Cokins has succeeded in creating a must have resource for anybody either in the midst of or even just considering a performance management project. This book contains valuable content from the basics to advanced performance management 2.0 capabilities. Gary’s book will be helpful for first time analysts trying to jumpstart their initiative to seasoned project management experts looking to advance their knowledge-base to a higher level.
—John Colbert, Vice President,
Research and Analysis,
BPM Partners
 
Gary’s performance management expertise comes to light with increasing clarity in his newest book, Performance Management: Integrating Strategy Execution, Methodologies, Risk, and Analytics. His writing style is direct. His examples and predictions are colorful and often uncomfortably true. On a personal note, readers will appreciate Gary’s accessibility and his willingness to help when needed.
—Ron Powell, Editorial Director,
Business Intelligence Network
 
 
Despite knowing Gary for some 20 years, I continue to be amazed at the depth and clarity of his thoughts and arguments. This book presents a vision for performance management and how that discipline integrates with other key management processes. But most importantly for readers, Gary tells us how to achieve this, not just what and why, and that makes this book that much better.
—Robert Torok, Executive Consultant,
IBM Global Business Services
 
 
Many organizations attack the parts. In this book Gary, a consensus thought leader in the performance management community, shows how to align organizational gears for maximum effectiveness.
—Steve Player, Managing Director,
The Player Group
Program Director, the Beyond Budgeting Roundtable
Co-author of Cornerstones of Decision Making:
Profiles of Enterprise Activity-Based Management
 
Gary Cokins offers powerful insights and practical counsel for all who are seeking to manage effectively in these turbulent times.
—David A.J. Axson; Founder, Sonax Group Inc.
Author of Best Practices in Planning and
Management Reporting
 
Performance Management provides a bridge between high-level strategies and practical implementation. Gary’s book is required reading for all executives serious about building shareholder value. Think of it as a survival guide for managing in these tough times.
—Dr. Stephen G. Timme, President, FinListics Solutions
Adjunct Professor, Georgia Institute of Technology
 
Gary Cokins has been pioneering performance management endeavors. His new book shows that he’s still not only following but leading thought processes when it comes to further developing performance management strategies. It’s a must-read for everyone who wants to learn about how to improve organizational performance.”
—Christoph Sporleder, Managing Partner,
Echô Advisors GmbH, Germany
 
As always, Gary sheds light on a vast array of complex issues with an ease that I always found amazing. In particular, his effective use of analogies draw great parallels with the many points he is bringing across. Just as an example, his use of the brain to illustrate the distinct contributions of transactional systems versus BI and performance management information is simply brilliant.
—Daniel Dub’, M.Sc., FCMA,
Founder and former CEO of Synerma Inc.
Professional Practice Manager,
Raymond Chabot Grant Thornton,
Montreal Canada
 
Improving and organizing performance requires the right balance of quantitative and qualitative decision making. Gary Cokins’ past writings have explained in easily understood language how to achieve the right balance of the quantitative and qualitative. In this book, Gary educates, entertains, and inspires readers who are interested in improving their organizational decision making.
—Michael D. Shields,
Schaberg Endowed Chair in Accounting,
Broad College of Business,
Michigan State University
 
Performance measurement and management are at the center of current corporate concerns. Gary Cokins has been a global leader in this field for decades and this new contribution provides an integrated approach that is a must read for corporate leaders interested in improving business performance.
—Marc J. Epstein,
Distinguished Research Professor of Management,
Jones Graduate School of Management,
Rice University
 
Cokins’ uses a holistic, action-oriented approach to explain performance measurement. His framework calls for managers to conduct measurements to support strategy implementation. Thus alignment with strategy defines the performance measurement process and its role in the managerial decision-making process.
—F. As’s Mart’nez-Jerez,
Associate Professor, Harvard Business School
 
It takes a lot of experience and wisdom to discuss a comprehensive business concept such as enterprise performance management in a conversational way, which Gary does in his new book. He has strong opinions, with which you may agree or disagree, but reading this book will make you reflect on your own beliefs.
—Frank Buytendijk,
author of Performance Leadership
 
Gary Cokins has been at the forefront of championing one of the most comprehensive visions of performance management in the industry for many years. Performance Management: Integrating Strategy Execution, Methodologies, Risk, and Analytics is the culmination of this vision and will join his long list of writings that are mandatory reading for anyone in the field who wishes to understand state of the art in current thinking on this topic. Heartily recommended!
—Nenshad D. Bardoliwalla,
Vice President, Technology,
Business Performance Optimization,
Office of the CTO, SAP AG
 
Performance Management provides invaluable insights into what it takes to achieve outstanding organizational performance by taking a very broad view of what “performance management” really means. Going well beyond the establishment and monitoring of metrics, Gary Cokins successfully links topics such as strategic planning, cost management, predictive analytics, business intelligence, enterprise risk management, and organizational change management. Whether you are new to the topic of performance management, or a well seasoned practitioner looking for new insights, this book is a “must read.”
—Douglas Webster, Chief Financial Officer,
U.S. Department of Labor
Co-author of Chasing Change:
Building Organizational Capacity in a Turbulent Environment
 
Gary has moved the dials of the evolving architecture of performance management. A brilliantly landscaped mosaic. The chips of the performance management fitting into a circuit of a visionary class.
—A.N. Raman, Central Council Member,
ICWA of India
 
Organizations have been struggling for decades, arguably for centuries, on how to improve their performance. Gary Cokins is an internationally recognized thought leader on this topic and active contributor to professional societies such as my organization. With this book and its deep and rich insights, Gary has set a high-level mark that other experts will be challenged to exceed.
—Ashok G. Vadgama, President,
Consortium for Advanced Management - International (CAM-I)
 
In a very important chapter on customer value management, Gary Cokins rightly views the customer as a business entity with an asset life value and a dedicated profit and loss (measure). Gary addresses the real cost to serve the customer with an activity-based management approach that is essential to maximize the business performance of critical customers.
—Bernard Quancard, President and CEO,
Strategic Account Management Association (SAMA)
 
Gary Cokins’ clear writing is derived of clear thinking about performance management. Performance management is about nothing less than how to run an enterprise. Gary cuts through the jargon and explains what performance management is, why it is important and how to do it. This book is invaluable for any businessperson.
—Neil Raden, Founder of Hired Brains Inc.
 
Gary is always focused on how technology can help manage and improve an organization’s performance-not just measure or monitor it. Performance management the way Gary describes it in this new book provides the essential linkage between corporate strategy and operational decision-making. Gary’s brand of performance management should be on every executive’s to-do list.
—James Taylor, Author of Smart (Enough) Systems:
How to Deliver Competitive Advantage
by Automating the Decisions Hidden in Your Business
 
Using company strategy as a point of departure, Gary clearly articulates the “strategy as hypotheses” connections between business functioning and the intelligence/analytics measurement/feedback loop. This scientific approach to measuring and managing business performance, a logical but important extension to the Balanced Scorecard, provides a clear (though not necessarily simple) prescription for businesses that wish to be managed nimbly from evidence and facts.
—Steve Miller,
President, OpenBI, LLC
 
Gary writes with a seldom encountered clarity that is conversational and collegial, but that also has a distinct tone of challenge and urgency for the reader to “get it”. With a complex subject, he consistently engages you to work out the challenge of PM in all its implications and potential rewards. His central notion that many organizations are “over-managed, but under-led” is one that should keep many executives up at night. A thoroughly stimulating read.
—Peter Traynor, Editor in Chief,
Dashboard Insight
 
An excellent book whose insights into cost control and performance management are more relevant than ever in light of current economic conditions. Gary Cokins has spent a career focusing on how companies can improve performance and cost management without simply resorting to cost cutting. This both fun and serious book continues his numerous contributions to the study of performance management.
—Jack Fingerhut,
President, SmartPros Ltd.
 
Our working association with Gary Cokins spans more than two decades, including his invaluable services as Advisory Board member for the journal, Cost Management. Several times, Gary could have made the choice to rest in “emeritus” status. Instead, his uncanny talent for targeting the next developments in performance and cost management-subjects covered in this volume such as sustainability effects on CFOs and social and environmental performance management-drives forward both the professional discipline as well as its receptive practitioners. Gary’s inability to remain satisfied with the immature aspects of current practice has made him both reviled (to the immature) and revered (by those ready to receive his message). In these times, we opt for maturity.
—Joe and Catherine Stenzel,
Editors in Chief, Cost Management
 
Gary has done a terrific job of pointing out that Performance Management is about Performance Improvement rather than just Performance Measurement. His emphasis that Performance Management consists of a variety of methods that must be integrated in order to successfully execute strategy is critical. His focus on predictability rather than after-the-fact reporting is exactly what every organization needs to do.
—John Antos consultant
Co-author of ABM for Services, Government,
Nonprofits and Driving Value Using
Activity-Based Budgeting
 
Gary’s years of experience, expertise, knowledge, and creative personality flow in this new book like a torrent! Gary’s insights and use of humor get better all the time, this new book is like having a chance to peek inside the mind of Yoda, really! A smartly written book with loads of examples and experiences for leaders and managers at all levels.
—Bob Paladino, CPA
Managing Partner, Bob Paladino
& Associates, LLC
Author of Five Key Principles of Corporate
Performance Management
 
Once in a while there emerges from a cloud of conflicting three letter acronyms, poor definitions and misconceptions a ray of light that makes everything so much clearer and as a consequence so much more useful. Gary’s book on Performance Management burns away the mists. His emphasis on strategy execution over strategy formulation-in other words actually moving the business forward-is supported by his advice that Performance Management has to change from monitoring the dials to actively moving them and thereby improving performance.
—Brian Plowman, Managing Director of Develin
& Partners, Cost Management Consultancy
 
Gary Cokins is the consultants’ consultant for performance management. His detailed knowledge of the subject and its role in the management of the enterprise, combined with comprehensive coverage, creates an invaluable reference guide for those in pursuit of performance improvement.
—Peter B.B. Turney, Ph.D.;
President and Chief Executive Officer, Cost Technology
Author of Common Cents: How to Succeed with Activity-Based Costing
and Activity-Based Management
 
Concise and backed by real life expertise! The idea of integrating hindsight (BI) and foresight (predictive analytics) is a powerful approach to Performance Management for organizations. We have always found Cokins’ inputs, value adding to our solutions and service offerings on Performance Management.
—Prem Swarup, Practice Manager
Pawan Kumar, Vice President,
Business Intelligence & Information Management,
Wipro Technologies, Bangalore, India
 
No one can explain performance management concepts better than Gary Cokins and that has never been truer than in this compilation of his recent articles and blogs. The format and conversational style of the book not only make it an enjoyable read, but they enable Gary to present the issues in a variety of ways and from many different perspectives. This book is a must for anyone who really wants to understand performance management.
—Douglas T. Hicks,
President, D. T. Hicks & Co.
Author of Activity-Based Costing:
Making It Work for Small and Mid-Sized Companies
 
I’ve had the pleasure of knowing and working with Gary for over 20 years. During that time I know of no one that has been in better position to observe, document, and refine best practices in the arenas of ABC and business performance management. In this book he deals with the much more subtle, and equally important, ways in which we accomplish the many faceted challenges of management to support these practices.
—Jack Haedicke,
Founder, Arena CG
 
Gary Cokins does in this book what he does so eloquently each time I see him-makes it startlingly obvious just how extensively performance management weaves through the most important systems and processes of moving an organization from where it is to where it’s planned to go. He boldly and honestly admits that the field of performance management is broad and relatively immature, and tackles this daunting fact head on with a collection of practical and insightful articles that do what I’ve seen no other work in this field do: give performance management a complete, clear, and compelling identity, above and beyond the individual notions of scorecards, dashboards, budgeting, performance appraisals, and the rest. This book is every performance management facilitator’s reference manual.
—Stacey Barr, -,
Director of Stacey Barr Pty Ltd.
 
Having known Gary since his first book, having travelled and seen him present throughout Europe for years, I have grown to respect Gary’s endurance of spearheading and constantly re-inventing his views on performance management. Until this book, people unfamiliar with Gary, have only read his serious side. Those of us who have enjoyed him present know, however, that Gary sometimes promotes his ideas by pinches of humor in the manner his latest book now does it. The future will tell if some of those stories of this book will become industry classics?
—Juha Jolkkonen, Sales Director,
Cox Consulting Oy; Helsinki, Finland
 
Leaders should not promise change. Change can either be good or bad. Instead, organizations need improvement. Gary Cokins’ book is loaded with practical principles and methods every manager can use to improve their organization.
—Tom Pryor; Growth Coach,
Texas Manufacturing Assistance Center
Author of Using Activity Based Management
for Continuous Improvement
 
Gary is a gifted communicator and in this book he brings together decades of practical experience and scholarly expertise. The book is a useful starting point for managers grappling with modern challenges of performance management. It is also a valuable resource for the experienced manager; integrating recent advances in diverse management disciplines (e.g., strategy, marketing, operations and accounting systems) to present an integrated view of performance management.
—Shannon W. Anderson; Associate Professor of Management,
Jesse H Jones Graduate School of Management, Rice University
 
For many years, Gary Cokins has been a globally-recognized thought-leader that translates complex management concepts into understandable insights that help managers drive breakthrough results. His latest book distills the principles of performance management into practical nuggets of wisdom that will guide managers in fulfilling their most important responsibility—strategy execution.
—Dr. Peter C. Brewer, Professor of Accounting,
Miami University of Ohio
Co-author of the market-leading college textbook Managerial Accounting.
 
Gary Cokins, a renowned consulting expertise, has just added a brilliant piece of work to his already long list of accomplishments. His new book provides conceptual frameworks and operational guidelines for a fully integrated performance management, which are much needed for a company to ’intelligently’ perform.
—Joonho Park; Associate Professor,
School of Business, Hanyang University
Former Chairperson of Accounting & Audit Committee,
Korea Communications Commission
 
Gathering reams of information has no value. Information only has value when it is used to support decision-making aimed at increasing shareholder value. This is the major lesson to be learned from (my long-standing colleague) Gary Cokins’ new book on performance management. Gary has drawn upon his many years of experience to provide the reader with practical frameworks for deciding what information is meaningful to collect and how it can be leveraged to drive improved customer value and business performance.
—Larry Lapide, Ph.D., Director,
Demand Management, MIT Center for Transportation & Logistics
 
Gary’s book is a thoughtful work on performance measurement and management. He is an author with deep experience in the accounting arena. Written in a very accessible writing style.
—Dr Eva Labro; Reader in Management Information,
London School of Economics
 
This text combines a sound and original critique on the contemporary performance management discussion with a constructive and practical summary of some essential of its concepts. The format and content of the book provides the reader with a variety of perspectives on performance management. Together these form a rich and much needed addition and even alternative to some of the ’generally accepted performance management principles’ found elsewhere.
—Prof. Dr. Frank Hartmann; Management Accounting & Management Control,
Rotterdam School of Management, Erasmus University
 
Already a proven author, Gary has done it again. The engaging style with which Gary handles the various concepts will give this book an appeal well beyond the consultants and practitioners who help design and implement performance management systems. In fact, I could easily see his material having a place in graduate business education.
—Paul E. Juras; Professor of Accountancy, Wake Forest University
 
During my professional marketing and academic activity, the Performance Management domain has become critical, not only regarding customer and market value, but also in the holistic vision of execution, strategy monitoring and Return on Marketing Investment. Gary Cokins’ work has become obligatory reading regarding Activity Based Management. His skills and knowledge are a reference for leveraging and increasing my business vision and my marketing performance
—Luis Bettencourt Moniz,
Marketing Director, ESRI Portugal
 
Gary Cokins who is well known in practitioner circles around the world outlines the strategic importance of performance management and the methodologies to provide executives and managers the basics and insight to adapting their organizations and management to reach their full potential.
—Mark Smith, CEO and EVP Research, Ventana Research
 
Gary Cokins brings to light the fact that performance management goes well beyond a set of software toward the convergence of change management and the execution of corporate strategy. With his first person examples and use of satire, this book reads like a novel, making it an enjoyable read and accessible to everyone interested in making performance management a reality within their organizations.
—Lyndsay Wise, President and founder, WiseAnalytics
 
Gary Cokins is a solid and visionary thought leader in the field of Performance Management. Through his deep research and field experience, he has generated perspectives that are guiding this sector forward. Decision teams exploring ways to take Performance Management to the next level should pay close attention to the ideas in this book.
—Britton Manasco, Principal, Manasco Marketing Partners
 
Gary’s brings Performance Management all together in this book and is a must read for those responsible and accountable for managing the performance of their organizations. By Gary’s definition, that’s all of us.
—John Miller, Director, Arkonas Corp
 
From my first encounter with Gary more than 10 years ago, he has had an incredible knack of making difficult concepts appear simple. This is again demonstrated in this book, this time, demystifying Performance Management. Organizations in Asia will gain tremendously from his insights which effectively clear up their misperceptions about performance management.
—Andrew Lim, Co-founder & CEO, Balanced Scorecard Solutions, Singapore
 
‘When you are driving with a GPS instrument and you make a wrong turn, the GPS’s voice chimes in to tell you that you are off track—and it then provides you with a corrective action instruction . . . the performance management framework includes a GPS.” This is just one example of Gary Cokins use of simple analogies to cut through the jargon and buzz-words which surround the various methodologies that make up performance management. The result is a very readable and useful book for anyone interested in implementing all or any of these methodologies as part of an integrated performance management system.
—Jim Doorly, B.Comm.,
FCA, ABC/M Implementation Specialist
former partner at KPMG
 
Gary has created what is sure to be an important book on performance management. Well illustrated, and often very entertaining, he provides deep insights into the interrelationships of performance management tools. I will be adding Gary’s Performance Management to the select list of books that we recommend to our seminar attendees on this topic.
—John L. Daly, President, Executive Education
Author of Pricing for Profitability
 
Any book in these times with the title Performance Management” and a subtitle that touches ALL the key bases including Integrating Strategy Execution, Methodologies, Risk, and Analytics” deserves a look. When it’s authored (humorously, no less) by someone with the savvy and vision of Gary Cokins, you should consider buying it. When he promises “It is possible to tame an organization’s dysfunctional behavior,” buy it.
—Alan Dybvig,
Dybvig Consulting in partnership with INSIGHT, Inc.
 
Read this book to learn how a performance measurement framework can help your organization build value by digging deeper and acting sooner than the competition.
—Bill Hass, CEO, TeamWork Technologies
Co-author The Private Equity Edge
past chairman of the Turnaround Management Association
 
Strategies are useless if an organization can’t execute them, and most organizations can’t. Gary Cokins’ Performance Management will teach you how to improve your organization’s ability to execute its strategies . I recommend this book because my firm’s performance has improved significantly as a result of what I learned from Gary.
—Bruce Pounder, CMA, CFM, DipIFR (ACCA),
President, Leveraged Logic
 
Gary does a great job in this book of showing the key role of performance management in the execution of an organization’s strategy. This is a timely book that effectively brings together and explains clearly the emerging features of performance management, including topics such as strategy maps, predictive analytics, rolling financial forecasts, and customer value management. And the book is enjoyable to read.
—Professor Edward Blocher, Kenan-Flagler Business School,
University of North Carolina at Chapel Hill
 
Organizations are confused about what enterprise performance management is. Most view it as too narrow. Gary Cokins does an excellent job clarifying what it is, its purpose, and its benefits.
—Carsten Rohde, Ph.D., Professor,
Department of Accounting and Auditing,
Copenhagen Business School; Copenhagen, Denmark
 
Gary’s ideas, covered in this book, will inspire you to reexamine your Performance Management perceptions and initiatives. His performance management framework provides a complete business picture with key insights that are suitable for both my business students and industry clients.
—Alan See, Associate Faculty, Business & Management,
University of Phoenix

001

This book is dedicated in memoriam to Robert A. Bonsack—friend, mentor, and craftsman in the field of performance improvement

About the Author
Gary Cokins is an internationally recognized expert, speaker, and author in advanced cost management and performance improvement systems. He received a B.S. in Industrial Engineering/Operations Research from Cornell University in 1971 and was a member of both the Tau Beta Pi and Alpha Pi Mu honor societies. (At Cornell he also played varsity football as a linebacker with Ed Marinaro for the Hill Street Blues TV fans.) He received his MBA from Northwestern University’s Kellogg School of Management in 1974 and was a member of the Beta Gamma Sigma professional society.
He began his career as a strategic planner with FMC Corporation. With FMC’s Link-Belt Division Cokins served as Financial Controller and then Production Manager, which exposed him to the linkages between cost information, strategy, operations, performance measurements, and results. In 1981 Cokins began his management consulting career with Deloitte. There he was trained by Eli Goldratt and Robert Fox and implemented Theory of Constraints (TOC) OPT software. Cokins then joined KPMG Peat Marwick, where he implemented integrated business systems and ultimately focused on cost management systems, including activity-based costing (ABC). At KPMG Peat Marwick, Cokins was trained in ABC by Professors Robert S. Kaplan of the Harvard Business School and Robin Cooper. Next, Cokins headed the National Cost Management Consulting Services for Electronic Data Systems. In 1996 he joined ABC Technologies, a leading ABC software vendor that was acquired in 2002 by SAS, a global leader in business intelligence, analytics, and performance management software.
Cokins was the lead author of the acclaimed An ABC Manager’s Primer (1992), sponsored by the Institute of Management Accountants and the Consortium for Advanced Management International (CAM-I). In 1993 Gary received CAM-I’s Robert A. Bonsack Award for Distinguished Contributions in Advanced Cost Management. His second book was Activity-Based Cost Management: Making It Work (McGraw-Hill, 1996), was judged by the Harvard Business School Press as “read this book first.” His 2001 book, Activity-Based Cost Management: An Executive’s Guide (John Wiley & Sons, 2001) regularly ranked as the #1 best-seller by book distributors of over 150 books on the topic. In 2004 he authored Performance Management: Finding the Missing Pieces to Close the Intelligence Gap (John Wiley & Sons, 2004). Gary is a coauthor of the textbook, Cost Management: A Strategic Emphasis (McGraw-Hill, 2008).
Cokins is certified in Production and Inventory Management by the Association for Operations Management. He serves on several committees of professional societies, including CAM-I, the Supply Chain Council, and the Institute of Management Accountants (IMA). He was the coeditor of CAM-I’s 2001 Glossary of ABC/M Terms and is a member of the Journal of Cost Management Editorial Advisory Board.
Cokins resides in Cary, North Carolina, with his wife, Pam Tower. He has two stepdaughters, Jennifer and Kristin, and two grandsons, Conor and Brodie. He can be contacted at garyfarms@aol.com or gary.cokins@sas.com.

Preface
In the preface of my book Activity-Based Cost Management: An Executive Guide (John Wiley & Sons, 2001), I stated:
Sometimes luck beats planning. I have been fortunate in my professional career—a career that began in 1973 as an accountant and continued into line operations management and management consulting. Without realizing it—through this series of different jobs and management consulting assignments—I somehow earned a reputation as an internationally recognized expert in activity-based cost management (ABC/M). In truth, I am always learning new things about how to build and use managerial systems. I’m not sure that any expert in ABC/M exists. I’m just fortunate to have been formally working with ABC/M since 1988 when I was introduced to ABC/M.
Since 2001, I have expanded my understanding of how management works. I learned that cost management must be done in a much broader context—enterprise risk-based performance management. This is because one must consider time, quality, cost, risk, service level, resource capacity planning, innovation, customers, and suppliers as an integrated framework.
My university education in the late 1960s was in industrial engineering and operations research, and I attribute to that foundation my thinking during my work career about how organizations work as a set of intermeshed systems—like linked drive-gear teeth in a machine. In some ways, I am glad that, for a while after I graduated from my university, operations research was not broadly practiced and computers were not yet sufficiently powerful to process and store data. Otherwise, my career might have been narrowly focused on solving interesting problems appreciated only by mathematically trained specialists. Instead, as I was exposed to the deficiencies of traditional managerial accounting and performance measurement practices, I realized that these were challenges that were important to all managers around the world and that I could potentially contribute in a way to make a difference.
As a management consultant in the 1990s, my work assignments began to weave in strategy and nonfinancial performance measures. That initially led me to realize that cost management must occur in a broader context—that being performance management. My 2004 book on this topic reflected my observations from my work experiences and from some exceptional people I have been fortunate to interact with.
Since 2004, I have annually averaged visiting roughly 30 international cities, presenting seminars on enterprise performance management, meeting with commercial and public sector executives, and dialoging with management consultants. I have been so fortunate. I am a careful observer of what I see, and somehow I developed a knack for explaining complicated things in a way that people can understand them.

HOW THIS BOOK DIFFERS FROM MY 2004 BOOK ON PERFORMANCE MANAGEMENT

This book is different from my 2004 book on performance management. In that book, I explained with a serious tone the basic concepts of the various methodologies that, when integrated, comprise the performance management framework, such as strategy maps, balanced scorecards, and activity-based cost management. This book is more light-hearted but hopefully more insightful in explaining what it will take to successfully implement the full vision of the performance management framework. Here, I expand performance management to include the dimension of risk management.
This book is a compilation of media articles and blogs that I have authored since publishing my 2004 book. I have grouped the 35 chapters into 10 parts. Several of the articles, edited for this book, were posted in my monthly column that I write for the Web portal InformationManagement.com. I am grateful to the editors at InformationManagement.com (previously DMReview.com) for having provided me the platform to write about enterprise risk-based performance management, which I refer to in this book simply as performance management. My writing style for media articles is that of conversing with the reader; I hope that becomes apparent as you read this book.

LINKING STRATEGY TO OPERATIONS WITH THE ABILITY TO RESPOND

I have some concerns with misperceptions about what performance management is. One misperception, in which performance management is viewed far too narrowly, is that it is just a bunch of dashboard measurement dials plus better financial reporting. It is much broader than that and includes robust integration of typically disconnected information technology (IT) systems. A Forbes.com article described this as “The old model of the enterprise was purely financial, focused on costs. . . . The modern practice of performance management has replaced this outmoded process with the equivalent of a corporate nervous system that shows what is happening right now in a company and can avert problems in the future.” (By Dan Woods, 8/25/08, available at http://www.forbes.com/2008/08/22/cio-performance-management-tech-ciocx_dw_0825performance_print.html)
Another concern is performance management’s name—it is really about performance improvement; this implies the need for analytical support for better decisions—another distinction of performance management. Finally, although performance management’s scope is broad, my belief is that its main purpose is strategy execution rather than strategy formulation. Executives are quite competent with the latter, strategy formulation, and they often engage consultants like McKinsey to assist or validate their strategy. Executives’ frustration and challenge comes in successfully implementing and managing their strategy. This requires greater linkage of strategy to operations in the top-to-bottom direction and the alignment of the work and priorities of the workforce in the reverse, bottom-to-top direction.
There is no need to list here all the external commercial market or public sector government pressures and forces that are placing stress and demands on leadership teams. Almost every conference PowerPoint presentation begins with that almost-obligatory slide of a circle with arrows pointing into the circle—each arrow representing a pressure. Performance management is about helping executives to understand how to react to these pressures and then to select and take necessary actions. Selecting the right actions and then completing them is the tough part of management.
To complicate matters, transforming an organization is somewhat like having heart surgery while running a marathon (except there is no finish line). The goal of sustained long-term improved performance is a balancing act of many dimensions. One aspect is balancing pursuit of the short-term goals demanded by external bodies, such as capital market investors, with long-term strategic objectives.
External forces are producing unprecedented uncertainty and volatility. The speed of change makes calendar-based planning and long-cycle-time planning with multiyear horizons unsuitable for managing. Pursuits in both time frame horizons involve change:
Short-term goals require agility to maintain linkage of a constantly adjusting strategy with operational execution while complying with and meeting aggressive performance level expectations of stakeholders (e.g., quarterly financial earnings reports). Stakeholders can include customers, taxpaying citizens, investors, and government regulators.
Long-term strategic objectives require continuous innovation, foresight of risk and opportunity, relentless process improvement, an eye on recruiting and retaining a motivated workforce, and leveraging partnerships and alliances of all kinds for interdependent mutual benefits.