Keeping Score: Using the Right Metrics to Drive World Class Performance - Hardcover

Brown, Mark Graham

Hardcover

ISBN 10: 0527763128 ISBN 13: 9780527763121

Publisher: Productivity Press, 1996

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

About this title

Book Description

"Every quality-conscious organization needs to measure critical data, but many businesses waste time tracking and reviewing non-essentials. This innovative book shows how to concentrate on the few key measures that indicate a firm's true performance. It focuses on the areas considered vital in the Baldrige Quality Award criteria, the premiere model for evaluating overall quality.

Readers will learn to select and use the right metrics for measuring financial, operational, and quality efforts, as well as longer-term measures such as customer and employee satisfaction, supplier performance, product/service quality, and environmental compliance. This guide will help them:

* evaluate their current approaches to measurement

* select the right metrics

* collect and report data more efficiently and usefully

* use the information to promote teamwork and strategy"

About the Author

Mark Graham Brown has spent over twenty years consulting with major corporations and government organizations to help them improve performance. He has consulted with a number of Baldrige winners, including Solar Turbines, Armstrong Building Products, IBM, AT&T Universal Card, Ritz Carlton, and numerous finalists. Brown served served as a Baldrige Award Examiner for three years, and as the Overseer of the California Quality Awards for two years. He continues to teach workshops on the Baldrige criteria for the State of California Awards. He teaches public workshops through ASQ, IQPC, and IMS.

In addition, Brown is the author of The Pocket Guide to the Baldrige Award Criteria, Keeping Score, and Winning Score. Brown is an active member of the American Society for Quality (ASQ) and the Association for Quality and Participation (AQP). He resides in Manhattan Beach, CA.

Edition details

• Publisher: Productivity Press
• Publication date: 1996
• ISBN 10: 0527763128
• ISBN 13: 9780527763121
• Binding: Hardcover
• Language: English
• Edition number: 1
• Number of pages: 224