Aligning service strategy through Super-Measure management
探讨超级度量（Super-Measure）在服务企业管理中的作用，通过单一关键指标协调战略与执行，聚焦客户需求，并用实例说明其应用与局限。
This paper focuses on the role of Super-Measures in management. The challenging process of aligning strategy and its implementation has long been supported by the use of performance measures. Many service enterprises, in particular, have clearly designed operating systems serving well-defined target markets. Some of these firms direct their strategy with one principal measure. We call it a Super-Measure or SM. A Super-Measure aligns the behaviors and actions of the various parts of a firm with its customers' needs. A Super-Measure focuses a firm more intensely on its chosen direction than would a complex set of measures. Using a number of examples, this paper discusses the uses and limitations of the Super-Measure approach.