Keeping Score

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

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Keeping Scoreensures 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 more

Product details

  • Hardback | 224 pages
  • 154.94 x 236.22 x 17.78mm | 430.91g
  • Productivity Press
  • Oregon, United States
  • English
  • 0527763128
  • 9780527763121

Table of contents

Acknowledgements Introduction PART I: EVALUATING YOR MEASUREMENT SYSTEM Chapter 1: Measurement: The Key to World-Class Performance Chapter 2: Problems with Most Measurement Systems Chapter 3: Evaluating Your Existing Measurement System PART II: SELECTING THE RIGHT METRICS Chapter 4: Keeping Score in World-Class Organizations Chapter 5: Measuring Financial Performance Chapter 6: Measuring Customer Satisfaction and Value Chapter 7: Measuring Product/Service Quality Chapter 8: Measuring Processes and Operational Performance Chapter 9: Measuring Supplier Performance Chapter 10: Measuring Employee Satisfaction PART III: REDESIGNING YOUR MEASUREMENT SYSTEM Chapter 11: How to Design Your Own Measurement System Chapter 12: Linking Measures to Strategy and Key Success Factors Chapter 13: Reporting and Analyzing Performance Data Chapter 14: Linking Measures, Goals, and Plans Bibliography Indexshow more

Rating details

24 ratings
3.75 out of 5 stars
5 17% (4)
4 62% (15)
3 4% (1)
2 12% (3)
1 4% (1)
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