Keeping
Score: Using the Right Metrics to Drive World Class Performance
Author: Mark Graham Brown
Product Code: 763128
ISBN: 0-527-76312-8
Publisher: Productivity Press
Published: 1996
Pages: 224
Binding: Hard Cover
Dimensions: 6.25 X 9.25 X 0.75 "
Illustrated: Yes
Pages Description: tables/figures/index
Price: US $35.00
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.
Table of Contents
Acknowledgements
Introduction
PART I: EVALUATING YOR 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 II: 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 III: 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
Reviews
Review By: Marie E. Artale, Customer Satisfaction Manager,
IBM Corporation - June 1, 2004
"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."
Review By: Julie S. Mehta, Performance Consultant, U.S.
Coast Guard - June 1, 2004
"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."
Review By: Raymond C. Serretti, Director of Quality,
Air Products and Chemicals, Inc. - June 1, 2004
"Finally, a practical common-sense guide on how to develop and
use measurements as tools for world-class performance."
Review
By: Robert J. Mruz, Director, TQM, ITT Sheraton, North America - June
1, 2004
"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."
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