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Measuring Performance at Intuit: A Value-Added Component in ERM Programs

JANET NASBURG

Chief Risk Officer, Intuit Inc.

Intuit started small in 1983 with Quicken personal finance software, simplifying a common household dilemma: balancing the family checkbook. Today, we've improved the lives of more than 50 million people, and our annual revenue exceeds $4 billion. We are publicly traded with the symbol INTU on the NASDAQ Stock Market, and are regularly recognized as one of the best places to work in locations around the world.

Our flagship products – QuickBooks, TurboTax, Quicken, and Mint – define our commitment to revolutionize the way people manage their personal finances, run small businesses, and pay employees. Our lineup of tax preparation products helps individuals and small business owners easily and accurately file their own taxes. And working with accountants, we've become a staple of American small business, with a widespread and deep-rooted presence that's second to none.

But we're much more than that. Today, our expanding portfolio serves customers in North America, Europe, Singapore, and India. And our products have evolved from the desktop to the cloud, with many available both online and for mobile devices.

As the way we live and work evolves, we adapt our strategy to meet and lead these changes. No matter where you find us – and whether you use our products on your PC or mobile phone – we remain committed to creating new and easier ways for consumers and businesses to tackle life's financial chores, giving them more time to live their lives and run their businesses. As our business and product lines grow beyond accounting and into new areas, we will build on our heritage of innovation. That's not just our history. It's our future.

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BENEFITS OF MEASURING PERFORMANCE IN ERM PROGRAMS
Performance measurement is not new. Measuring performance provides insights into where additional attention may be required or potential opportunities exist. Understanding the risk landscape enables business leaders to formulate and execute strategies informed by potential pitfalls and opportunities....
(Implementing enterprise risk management)
Measuring Performance
Most executives would readily agree with the principle that operational performance needs to be measured from the customer's as well as the company's point of view. It is well known that customers want and expect to receive what they ordered, when they asked for it, complete and error free. The supply...
(Handbook on Business Process Management 2)
Measure Performance
Step 1: Identify Representative Tasks The initial step is to accurately identify representative, discriminating tasks that are intrinsic to domain performance, that can be captured in a controlled environment, and in which experts can exhibit superior, reproducible performance (Ericsson and Smith...
(Learning and Knowledge Analytics in Open Education: Selected Readings from the AECT-LKAOE 2015 Summer International Research Symposium)
Measuring Performance
In order to evaluate the desirability of our actions, we need a quantitative measure for the effect of our actions. We provide a set of definitions that will permit understanding of the relationship between learning, performance, and productivity that build upon the foundation level terms of actuality,...
(Systemic Decision Making: Fundamentals for Addressing Problems and Messes)
MEASURING PERFORMANCE
We alluded to the point earlier that the historical win/loss data should be divided into an estimation set and a holdout sample set. A holdout set is critical for obtaining a realistic measure of the model’s performance; it is misleading to measure performance on the Table 8.2 Output From Logistic...
(Segmentation, Revenue Management and Pricing Analytics)
Measuring Performance
After the performance standards are set, the next step of management control is to measure performance. Performance measurement refers to the recording and reporting of work done and the outcome attained. Managers take the following steps to measure performance: collect, store, analyze, and report information...
(Engineering management: meeting the global challenges)
DOES MEASURING PERFORMANCE LEAD TO BETTER PERFORMANCE?
Mary Bryna Sanger Performance measurement—documenting whether an organization is reaching its goals—has become a growth industry in the United States. And as the chapters in this volume illustrate, performance measurement has become de rigueur for governments around the world, in their efforts to...
(Improving public services: international experiences in using evaluation tools to measure program performance)
MEASURING PERFORMANCE
The LGMA provides a useful test of the potential of top-down public management reforms (Walker and Boyne 2006). The United Kingdom constitution enables central government to exert considerable pressure on local authorities. Public service improvement was seen as a top priority and the Labour Government...
(Improving public services: international experiences in using evaluation tools to measure program performance)
Measuring Performance in Higher Education: A Call for an Outcome Perspective?
As the previous discussion points out, several relevant changes in the field of higher education have pushed the growing adoption and use of PMMS by universities. However, these systems are far from being a panacea, as their results indicate. A significant part of the academic debate on this topic has...
(Public Sector Reform and Performance Management in Developed Economies: Outcomes-Based Approaches in Practice)