| Keeping Score: Using the Right Metrics to Drive World-Class Performance Contributor(s): Brown, Mark Graham (Author) |
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ISBN: 1563273551 ISBN-13: 9781563273551 Publisher: Productivity Press OUR PRICE: $37.95 Product Type: Paperback - Other Formats Published: October 2006 Annotation: Now In Paperback!Develop an effective measurement system by targeting the vital few key measures! "Keeping Score: Using the Right Metrics to Drive World-Class Performance" ensures that you look at the right measurements. Following a Baldrige approach, Mark Graham Brown shows you how to evaluate your current approach to measurement and redesign inadequate metrics and systems used to collect and report data. He contends that your measurements must focus on the past, present, and future and be based on the needs of customers, shareholders, and employees - pinpointing the vital few key measures is the key to success. This book will ensure that you correctly measure: Customer satisfaction and value.The quality of products and services before they reach the customer.Employee satisfaction. "Keeping Score" will help you improve the accuracy of your metrics by linking them to key success factors as well as learn how to select the right financial metrics, perform process measurement, and track supplier performance. |
| Additional Information |
| BISAC Categories: - Business & Economics | Production & Operations Management - Business & Economics | Quality Control - Business & Economics | Industries - Manufacturing |
| Dewey: 658.812 |
| Physical Information: 0.45" H x 6.32" W x 8.98" (0.68 lbs) 224 pages |
| Descriptions, Reviews, Etc. |
| Publisher Description: 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. |