- Description
- Feature
- Contents
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.
Acknowledgments
Introduction
Part 1 : Evaluating Your 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 2 : 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 3 : 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
Index