Keeping score using the right metrics to drive world-class performance
In Keeping Score, the author contends that metrics must be all-encompassing. They must focus not just on the present, but need to consider the past and future. They also must consider the needs of all participants, including customers, shareholders, and employees. Still one must know exactly what to...
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| Format: | eBook |
| Language: | Inglés |
| Published: |
Boca Raton, FL :
CRC Press/Productivity Press
[1996]
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| See on Biblioteca Universitat Ramon Llull: | https://discovery.url.edu/permalink/34CSUC_URL/1im36ta/alma991009630944706719 |
Table of Contents:
- Pt.1. Evaluating your measurement system. Measurement: the key to world-class performance
- Problems with most measurement systems
- Evaluating your existing measurement system
- pt.2. Selecting the right metrics. Keeping score in world-class organizations
- Measuring financial performance
- Measuring customer satisfaction and value
- Measuring product/ service quality
- Measuring processes and operational performance
- Measuring supplier performance
- Measuring employee satisfaction
- pt.3. Redesigning your measurement system. How to design your own measurement system
- Linking measures to strategy and key success factors
- Reporting and analyzing performance data
- Linking measures, goals, and plans.
