A Word about Measurement
After implementing the plan, it is important to measure performance to make sure the desired
results are being achieved. “What gets measured gets managed” is a tried and true axiom. With
any new initiative, both the effort expended to implement the change and the impact of the
change itself need to be measured.
Measuring performance will:
• Communicate the department’s specific objectives and direction;
• Demonstrate the value of the effort;
• Promote the desired behaviour and drive continuous improvement; and,
• Justify current or future spending and staffing levels.
Measurement against established metrics will allow the law department to test whether the
targeted changes are being made and their effectiveness, and to tweak the plan if necessary to
achieve the desired results. The specific metrics will depend on the individual program, but the
goal is to measure both the effort and the impact of the program.
Effort. Measuring effort demonstrates progress in implementing the defined strategy and
will keep team members focused on the key tasks. Effort measurements can also be used to
communicate to leadership that change cannot happen overnight but requires a series of steps
to achieve the desired impact.
Impact. While it can be more difficult to measure impact, impact measurements tend to be
more substantive in nature and therefore more meaningful to the organization. The focus is
on the value of the change in work allocation, e.g., lower cost, increased quality, or more time
spent on higher value work. Impact measurements can be considered in terms of the results
• The satisfaction and career development of the individuals involved;
• The practice group efficiency and cost effectiveness;
• The law department’s contribution to the company; and,
• The company’s ability to achieve its strategic goals.
[From the ACC Guide to Value-Based Staffing]
ACC Value Challenge