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7. What do business leaders say about performance management systems for emergency services? "Performance management can provide a significant contribution to maintaining a competitive advantage." -Geert Scheipers, academic director, Organisational Performance Management, Antwerp Management School, Belgium "A typical medical practice is like an old-fashioned business which keeps all of its records on paper. It can probably track down any individual transaction if it needs to, but it’s basically helpless when it comes to overall measurements of performance. And that’s the big problem." -Mitch Kapor, entrepreneur and businessman, United States "To be effective and yield results for your business, performance management must be a year-round process with no end." -Teala Wilson, senior consultant, Strategic Services, Saba Software, Canada "In business, the idea of measuring what you are doing, picking the measurements that count like customer satisfaction and performance... you thrive on that." -Bill Gates, philanthropist and principal founder of Microsoft Corporation, United States "There are only three measurements that tell you nearly everything you need to know about your organisation’s overall performance: employee engagement, customer satisfaction, and cash flow. It goes without saying that no company, small or large, can win over the long run without energised employees who believe in the mission and understand how to achieve it." -Jack Welch, former chairman and CEO of General Electric "Performance management isn’t dead. The old way of thinking about it is." -Anita Bowness, principal product manager, Customer Success, Saba Software, Canada "If you can’t measure it, you can’t manage it." -Peter Drucker, American-Austrian educator "It can be very difficult to change the culture of an agency. This publication clearly represents the need and I appreciate how the five stages to a culture of performance management closely parallels the six phases of quality improvement." -Kathie Dyer, quality improvement consultant, Oklahoma City-County Health Department, United States "Not having performance management for top-level leaders is negatively correlated to both effectiveness and market performance." -Cliff Stevenson, principal analyst, Brandon Hall Group, United States
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