Keeping Score: Using the Right Metrics to Drive World Class Performance, 1st Edition (Paperback) book cover

Keeping Score

Using the Right Metrics to Drive World Class Performance, 1st Edition

By Mark Graham Brown

Productivity Press

224 pages

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Paperback: 9781563273551
pub: 2006-10-30
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Description

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

Reviews

"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."

Marie E. Artale, Customer Satisfaction Manager, IBM Corporation 06/01/04

"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."

Julie S. Mehta, Performance Consultant, U.S. Coast Guard 06/01/04

"Finally, a practical common-sense guide on how to develop and use measurements as tools for world-class performance."

Raymond C. Serretti, Director of Quality, Air Products and Chemicals, Inc. 06/01/04

"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."

Robert J. Mruz, Director, TQM, ITT Sheraton, North America 06/01/04

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

Subject Categories

BISAC Subject Codes/Headings:
BUS000000
BUSINESS & ECONOMICS / General