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

Brown, Mark Graham

ISBN 10: 0527763128 / ISBN 13: 9780527763121

Published by Taylor & Francis Group, 1996

About this Item

Ships from the UK. Former library book; may include library markings. Used book that is in clean, average condition without any missing pages.

Seller Inventory # 11532284-20

Bibliographic Details

• Title: Keeping Score : Using the Right Metrics to Drive World-Class Performance
• Publisher: Taylor & Francis Group
• Publication Date: 1996
• Language: English
• ISBN 10: 0527763128
• ISBN 13: 9780527763121
• Binding: Hardcover
• Edition: 1St Edition.
• Condition: Good

About this title

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 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.

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"