Metrics: How to Improve Key Business Results

ISBN-13: 9781430237266 / Angielski / Miękka / 2011 / 370 str.

Martin Klubeck

Opis

Metrics are a hot topic. Executive leadership, boards of directors, management, and customers are all asking for data-based decisions. As a result, many managers, professionals, and change agents are asked to develop metrics, but have no clear idea of how to produce meaningful ones. Wouldn t it be great to have a simple explanation of how to collect, analyze, report, and use measurementsto improve your organization? Metrics: How to Improve Key Business Resultsprovides that explanation and the tools you'll need to make your organization more effective. Not only does the book explain the why of metrics, but it walks you through a step-by-step process for creating a report card that provides a clear picture of organizational health and how well you satisfy customer needs. Metrics will help you to measure the right things, the right way the first time. No wasted effort, no chasing data. The report card provides a simple tool for viewing the health of your organization, from the outside in. You will learn how to measure the key components of the report card and thereby improve real measures of business success, like repeat customers, customer loyalty, and word-of-mouth advertising. This book:

• Provides a step-by-step guide for building an organizational effectiveness report card
• Takes you from identifying key services and products and using metrics, to determining business strategy
• Provides examples of how to identify, collect, analyze, and report metrics that will be immediately useful for improving all aspects of the enterprise, including IT

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Spis treści

1. Introduction: Who, What, Where, When, Why, and How You Use Metrics
2. Establishing a Common Language 
3. Where to Begin: Planning a Good Metric
4. Using Metrics as Indicators
5. Using the Answer Key
6. Start with Effectiveness
7. Triangulation: Essential to Creating Effective Metrics
8. Expectations: How to View Data in a Meaningful Way
9. Creating and Interpreting the Metrics Report Card
10. Final Product: the Metrics Report Card
11. Employing Advanced Metrics  
12. Creating the Service Catalog
13. Establishing Standards and Benchmarks
14. Respecting the Power of Metrics 
15. Avoiding the Research Trap  
16. Embracing Your Organization’s Uniqueness
17. Appendix: Metrics Tools to Use and Useful Resources

O autorze

Martin Klubeck is a strategy and planning consultant at the University of Notre Dame and a recognized expert in the field of practical metrics. His passion for simplifying the complex has led to the development of a simple system for developing meaningful metrics. He is author of Metrics: How to Improve Key Business Results and coauthor of Why Organizations Struggle So Hard to Improve So Little and numerous articles on metrics. Klubeck is also the founder of the Consortium for the Establishment of Information Technology Performance Standards, a nonprofit organization focused on providing much-needed standards for measures.