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

摘要: From the Publisher: Keeping Score ensures that you look at right measurements. The author contends your measurements must focus on past, present, and future be based needs of customers, shareholders, employees. Measuring everything is more damaging than measuring nothing - pinpointing vital few key measures to success. Following a Baldrige approach, Mark Brown shows how evaluate current approach measurement redesign inadequate metrics systems used collect report data. Developing an accurate system correctly measure customer satisfaction value, quality products services before they reach customer, employee satisfaction. In addition, you'll improve accuracy by linking them success factors as well learn select financial metrics, perform process measurement, track supplier performance.