Giles Randle

Thanks for your reply Andrew. What do you consider to be the correct balance between time-driven, concrete, output targets (which will almost inevitably focus on your business area/function/process) and outcome targets (that will probably be more nebulous)? I ask because it seems to me that while, for example, IT and legal maybe doing their jobs brilliantly, if the organization is failing in its duty to deliver effective services to the public, then perhaps those bonuses should not be paid.