Keeping Score - Using the Right Metrics to Drive World Class Performance (Paperback)


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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Product 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.

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Product Details

General

Imprint

Productivity Press

Country of origin

United States

Release date

October 2006

Availability

Expected to ship within 12 - 17 working days

First published

1996

Authors

Dimensions

228 x 150 x 11mm (L x W x T)

Format

Paperback

Pages

199

ISBN-13

978-1-56327-355-1

Barcode

9781563273551

Categories

LSN

1-56327-355-1



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