Keeping Score (Paperback). This item is unavailable.Keeping Score (Paperback)

Paperback. 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. 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. Shipping may be from multiple locations in the US or from the UK, depending on stock availability. …