The vast majority of companies use some form of balanced scorecard (performance measures), yet recent research suggests that most scorecards are based on singular, unsophisticated measurements, providing flawed data on the state of the organization.
Beyond the Balanced Scorecard: Improving Business Intelligence with Analytics, by Mark Graham Brown, provides managers with the right metrics for evaluating important aspects of performance that are not accurately tracked by most companies and government organizations.
Leaders will learn how to objectively measure:
• Relationships with Customers
• Employee Satisfaction
• External Business Environment
• Supplier/Vendor performance
• Strategy and Financials
This book will show you how to construct a performance index, as well as provide you with example metrics of various aspects of performance that are difficult to measure.
Foreword
Acknowledgements
Introduction
Chapter 1 : Beyond First-Generation Balanced Scorecards
Chapter 2 : Analytics : A New Way of Tracking Organizational Performance
Chapter 3 : The Analytics-Based Scorecard : Adding More Business Intelligence to Your Metrics
Chapter 4 : Customer Relationship Analytics : Meaningful Metrics That Predict Loyalty
Chapter 5 : External Analytics : Quantifying Factors That Can Make or Break Your Business
Chapter 6 : People Analytics : Measuring Your Most Important Asset
Chapter 7 : Operational Analytics : Key Internal Metrics of Quality, Productivity, Timeliness, and Innovation
Chapter 8 : Strategic and Financial Analytics : Measuring What Really Matters
Chapter 9 : Beyond The Balanced Scorecard : From Performance Measurement to Performance Management
Final Thoughts
Appendix
References
Index
About The Author