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

Used book that is in excellent condition. May show signs of wear or have minor defects. Seller Inventory # 40700893-6

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 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.

Bibliographic Details

Title: Keeping Score : Using the Right Metrics to ...
Publisher: Taylor & Francis Group
Publication Date: 1996
Binding: Hardcover
Condition: Very Good
Edition: 1St Edition.