Hancock Products, Inc. Fat and Hap Bill Phillips, CFO and chief administrative oicer of Hancock Products, a diversied consumer-durables manufacturer. was in a particularly good mood. He was heading into a breakfast meeting of the corporate executive council (EEC) that would bring nothing but good news. Sally Hamilton and Frank Drmondy from Felding & Company would no doubt already be at the ofce when he arrived and would have with them the all-important numbers - the statistics that would demonstrate the positive results of the performance management system he'd put in place 18 months ago. Bill had already seen many of the gures in bits and pieces. He'd retained the consultants to establish baselines on the metrics he wanted to watch and had seen various interim reports from them since. But today's meeting would be the impressive summation capping off a year and a hall's worth of eort. Merging into the congestion of Route 45. he thought about the upbeat presentation he would spend the rest of the morning preparing for tomorrow's meeting of the corporate executive council