Edward Deming, one of the great thinkers in business management, is quoted as saying: “If you do not measure it, you cannot manage it.”* The corollary to that statement is: If we don’t manage it, everything that happens to us - good or bad - is an accident.

Key Performance Indicators, or KPIs, are the measurements Deming spoke of, and they are expressed in numbers, often in the form of ratios as “something per something.”  Some of us don’t like numbers, but stick with me because KPIs are critical to business success.   

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