Keeping Score: Using the Right Metrics to Drive World Class Performance
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Keeping Score: Using the Right Metrics to Drive World Class Performance
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Amazon Business : For business-only pricing, quantity discounts and FREE Shipping. Register a free business account Paperback: 224 pages Publisher: Productivity Press; 1 edition (October 30, 2006) Language: English ISBN-10: 1563273551 ISBN-13: 978-1563273551 Product Dimensions: 6 x 0.5 x 9 inches Shipping Weight: 10.4 ounces (View shipping rates and policies)
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Book Description
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. They also must consider the needs of all participants, including customers, shareholders, and employees. Still one must know exactly what to measure, as measuring everything can be more damaging than measuring nothing. Taking a balanced Baldrige approach, this book shows how to evaluate current approaches to measurement and pinpoint false measurements. It covers the selection of financial metrics, ways to measure employee and customer satisfaction, and methods to track performance and measure quality.
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