Taking the stakeholder view

Chronicles a three‐step performance measurement model based on an organization's most important stakeholders: the problem; the possible solution; and underlying assumption. States that the identification of the most important stakeholders, usually owners, customers and employees, but also extending to regulators, suppliers and local communities, is first. Graphic use of figures aids in explanation. Posits that periodic assessment is required to implement regular assessment of improvement and to develop regular reporting processes.