Keeping Score - Using the Right Metrics to Drive World Class Performance (Paperback)

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.

General

Imprint:	Productivity Press
Country of origin:	United States
Release date:	October 2006
First published:	1996
Authors:	Mark Graham Brown
Dimensions:	228 x 150 x 11mm (L x W x T)
Format:	Paperback
Pages:	199
ISBN-13:	978-1-56327-355-1
Categories:	Books > Business & Economics > Business & management > Management & management techniques > Quality Assurance (QA) & Total Quality Management (TQM)
LSN:	1-56327-355-1
Barcode:	9781563273551

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