Keeping Score: Using the Right Metrics to Drive World-Class Performance

ISBN-13: 9781563273551 / Angielski / Miękka / 2006 / 224 str.

Mark Graham Brown

Opis

Keeping Score ensures that you look at the right metrics. The author contends that metrics must focus on the past, present, and future and be based on the needs of the customers, shareholders, and employees. Measuring everything is more damaging than measuring nothing -- pinpointing the vital measures is the key to success. Integrating the "balancing scorecard" concept with a Baldrige approach, Keeping Score will show you how to-

• Evaluate your current approach to measurement
• Pinpoint incorrect performance measurements
• Select the right financial metrics
• Measure customer satisfaction and value
• Measure quality of products and services before they reach customers
• Perform process measurement
• Track supplier performance
• Measure employee satisfaction
• Redesign metrics and systems used to collect and report data

Spis treści

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.

O autorze

Mark Graham Brown