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

Brown, Mark Graham

Hardcover

ISBN 10: 0527763128 ISBN 13: 9780527763121

Publisher: Productivity Press, 1996

Synopsis

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 data.

About this title

Synopsis

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 pe

About the Author

MARK GRAHAM BROWN (Hermosa Beach, CA) is a quality and productivity consultant to many Fortune 500 companies. He has served as a Baldrige Award examiner and is the author of five previous books, including Why TQM Fails and What to Do About It.

Edition details

• Publisher: Productivity Press
• Publication date: 1996
• Language: English
• ISBN 10: 0527763128
• ISBN 13: 9780527763121
• Binding: Hardcover
• Edition number: 1
• Number of pages: 224