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Keeping Score: Using the Right Metrics to Drive World-Class Performance
Keeping Score Using the Right Metrics to Drive WorldClass Performance Author:Mark Graham Brown All organizations spend thousands of hours collecting and reading data. However, many of these hours are nothing more than wasted time because organizations analyze the wrong metrics - which leads to inaccurate decision making. Keeping Score ensures that you look at the right metrics. The author contends that metrics must focus on the past, pre... more »sent, and future and be based on the needs of customers, shareholders, and employees. Measuring everything is more damaging than measuring nothing - pinpointing the vital few key measures is the key to success. Integrating the "balanced 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 the customers.
- Perform process measurement.
- Track supplier performance.
- Measure employee satisfaction.
- Redesign inadequate metrics and systems used to collect and report data.
- Improve the accuracy of your metrics by linking them to key success factors.« less