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Synopsis
Keeping Score ensures 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
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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.
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- PublisherRoutledge
- Publication date2006
- ISBN 10 1563273551
- ISBN 13 9781563273551
- BindingPaperback
- Edition number1
- Number of pages224
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