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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