Mark Graham Brown

Keeping Score (eBook, ePUB)

Using the Right Metrics to Drive World Class Performance

• Format: ePub

Produktbeschreibung

In Keeping Score, the author contends that metrics must be all-encompassing. They must focus not just on the present, but need to consider the past and future. They also must consider the needs of all participants, including customers, shareholders, and employees. Still one must know exactly what to measure, as measuring everything can be more damaging than measuring nothing. Taking a balanced Baldrige approach, this book shows how to evaluate current approaches to measurement and pinpoint false measurements. It covers the selection of financial metrics, ways to measure employee and customer satisfaction, and methods to track performance and measure quality.

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Produktdetails

• Verlag: Taylor & Francis
• Seitenzahl: 224
• Erscheinungstermin: 6. Mai 2020
• Englisch
• ISBN-13: 9781439886854
• Artikelnr.: 59395092

Autorenporträt

Mark Graham Brown

Inhaltsangabe

Acknowl edgments Introduction
PART 1: EVALUATING YOUR MEASUREMENT SYSTEM
1 Measurement: The Key to World
Class Performance
2 Problems with Most Measurement System
3 EvaluatIng Your Existing Measurement System
PART II: SELECTING THE RIGHT METRICS
4 KeepIng Score In World
Class Organizations
5 Measuring Financial Performance
6 MeasurIng Customer Satisfaction and Value
7 MeasurIng Product/Service Quality
8 MeasurIng Processes and Operational Performance
9 Measuring Supplier Performance
10 Measuring Employee Satisfaction
PART III: REDESIGNING YOUR MEASUREMENT SYSTEM
11 how to Design Your Own Measurement System
12 Linking Measures to Strategy and Key Success Factors
13 Reporting and Analyzing Performance Data
14 linking Measures, Goals, and Plans
Bibi lography
Index.