From the Publisher

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

Booknews

Shows how to pinpoint key measures when measuring and analyzing organizational data, demonstrating how to evaluate the current approach to measurement and how to redesign inadequate metrics and systems used to collect and report data. Details methods for measuring financial performance, customer satisfaction, product/service quality, operational performance, and employee satisfaction. For corporate and organizational managers. Annotation c. Book News, Inc., Portland, OR (booknews.com)

What People Are Saying

Marie E. Artale
Insightful and appropriate for organizations needing a new approach to working smarter. The steps outlined for linking key success factors to performance measures help organizational leaders focus on measuring the right things the right way.

Julie S. Mehta
Keeping Score delivers comprehensive and easy-to-understand guidelines for the development or tune-up of an organization's measurement system. Written with the same user-friendly clarity of his popular book Baldrige Award Winning Quality, Brown makes the overwhelming subject of measurement less intimidating through his step-by-step presentation.

Robert J. Mruz
Full of specific examples and best practices gathered from the author's years of working with world-class companies, Keeping Score offers practical advice and guidance for developing measurement systems that lead to organizational excellence.

Product Details

• ISBN: 1563273551
  
• ISBN-13: 9781563273551
• Format: Paperback, 199pp
• Publisher: Taylor & Francis, Inc.
• Pub. Date: October 2006
• Sales Rank: 57,815

• Table of Contents

Table of Contents