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Metrics - How to Improve Key Business Results (Paperback, 1st ed.)
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Metrics - How to Improve Key Business Results (Paperback, 1st ed.)
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Metrics are a hot topic. Executive leadership, boards of directors,
management, and customers are all asking for data-based decisions.
As a result, many managers, professionals, and change agents are
asked to develop metrics, but have no clear idea of how to produce
meaningful ones. Wouldn't it be great to have a simple explanation
of how to collect, analyze, report, and use measurements to improve
your organization? Metrics: How to Improve Key Business Results
provides that explanation and the tools you'll need to make your
organization more effective. Not only does the book explain the why
of metrics, but it walks you through a step-by-step process for
creating a report card that provides a clear picture of
organizational health and how well you satisfy customer needs.
Metrics will help you to measure the right things, the right way -
the first time. No wasted effort, no chasing data. The report card
provides a simple tool for viewing the health of your organization,
from the outside in.You will learn how to measure the key
components of the report card and thereby improve real measures of
business success, like repeat customers, customer loyalty, and
word-of-mouth advertising.This book: * Provides a step-by-step
guide for building an organizational effectiveness report card *
Takes you from identifying key services and products and using
metrics, to determining business strategy * Provides examples of
how to identify, collect, analyze, and report metrics that will be
immediately useful for improving all aspects of the enterprise,
including IT What you'll learn * Understand the difference between
data, measures, information, and metrics * Identify root
performance questions to ensure you build the right metrics *
Develop meaningful and accurate metrics using concrete,
easy-to-follow instructions * Avoid the high risks that come with
collecting, analyzing, reporting, and using complex data *
Formulate practical answers to data-based questions * Select and
use the proper tools for creating, implementing, and using metrics
* Learn one of the most powerful methods yet invented for improving
organizational results Who this book is for Metrics: How to Improve
Key Business Results was written for senior managers who need to
improve key results.Equally, the book is for the department heads,
middle managers, analysts, IT professionals, and change agents
responsible for collecting, analyzing, and reporting metrics.
Finally, it's for those who have to chase data and find meaningful
answers to the interesting questions executives ponder. Table of
Contents * Introduction: Who, What, Where, When, Why, and How You
Use Metrics * Establishing a Common Language * Where to Begin:
Planning a Good Metric * Using Metrics as Indicators * Using the
Answer Key * Start with Effectiveness * Triangulation: Essential to
Creating Effective Metrics * Expectations: How to View Data in a
Meaningful Way * Creating and Interpreting the Metrics Report Card
* Final Product: the Metrics Report Card * Employing Advanced
Metrics * Creating the Service Catalog * Establishing Standards and
Benchmarks * Respecting the Power of Metrics * Avoiding the
Research Trap * Embracing Your Organization's Uniqueness *
Appendix: Metrics Tools to Use and Useful Resources
General
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