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 Scoreensures 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

About the Author

Mark Graham Brown has spent the past 18 years consulting with major corporations on improving their performance. His current clients include: Air Products & Chemicals, Appleton Papers, Cargill, IBM, and Pacific Bell. He served as a Baldrige Examiner for three years and as the overseer for the California Quality Awards during 1994 and 1995.

Edition details

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