2. Metrics and performance indicators

2.1 Preamble

Whatever their sector of activity, managers need a set of performance indicators and dashboards to assess their company's financial, organizational and technical performance. As there is no precise definition of the notion of performance indicator, it is important to clarify the meaning of this term. According to the Académie Française Dictionary of 1986, an indicator is a "means of evaluation, a criterion for assessing a situation, an economic or social phenomenon at a given moment". Indicators are essential for measuring and evaluating the achievement of a system's objectives. Whether or not defined objectives are achieved leads to an interest in performance concepts. In the literature, dozens of very different definitions are available, depending on their context....