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

by Mark Graham Brown

Overview

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.

Product Details

ISBN-13:	9781563273551
Publisher:	Taylor & Francis
Publication date:	10/30/2006
Edition description:	New Edition
Pages:	224
Product dimensions:	6.00(w) x 9.00(h) x (d)

About the Author

Mark Graham Brown

Table of Contents

Acknowl edgments Introduction — PART 1: EVALUATING YOUR MEASUREMENT SYSTEM — 1 Measurement: The Key to World-Class Performance — 2 Problems with Most Measurement System — 3 EvaluatIng Your Existing Measurement System — PART II: SELECTING THE RIGHT METRICS — 4 KeepIng Score In World-Class Organizations — 5 Measuring Financial Performance — 6 MeasurIng Customer Satisfaction and Value — 7 MeasurIng Product/Service Quality — 8 MeasurIng Processes and Operational Performance — 9 Measuring Supplier Performance — 10 Measuring Employee Satisfaction — PART III: REDESIGNING YOUR MEASUREMENT SYSTEM — 11 how to Design Your Own Measurement System — 12 Linking Measures to Strategy and Key Success Factors — 13 Reporting and Analyzing Performance Data — 14 linking Measures, Goals, and Plans — Bibi lography — Index.

What People are Saying About This

Julie S. Mehta

Keeping Score delivers comprehensive and easy-to-understand guidelines for the development or tune-up of an organization's measurement system. Written with the same user-friendly clarity of his popular book Baldrige Award Winning Quality, Brown makes the overwhelming subject of measurement less intimidating through his step-by-step presentation.

Marie E. Artale

Insightful and appropriate for organizations needing a new approach to working smarter. The steps outlined for linking key success factors to performance measures help organizational leaders focus on measuring the right things the right way.

Robert J. Mruz

Full of specific examples and best practices gathered from the author's years of working with world-class companies, Keeping Score offers practical advice and guidance for developing measurement systems that lead to organizational excellence.

Editorial Reviews

Shows how to pinpoint key measures when measuring and analyzing organizational data, demonstrating how to evaluate the current approach to measurement and how to redesign inadequate metrics and systems used to collect and report data. Details methods for measuring financial performance, customer satisfaction, product/service quality, operational performance, and employee satisfaction. For corporate and organizational managers. Annotation c. Book News, Inc., Portland, OR (booknews.com)

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