Keeping Score Using the Right Metrics to Drive World Class Performance [Paperback]

Keeping Score ensures that you look at the right metrics. The author contends that metrics must focus on the past, present, and future and be based on the needs of the customers, shareholders, and employees. Measuring everything is more damaging than measuring nothing -- pinpointing the vital measures is the key to success. Integrating the balancing scorecard concept with a Baldrige approach, Keeping Scorewill show you how to

• Evaluate your current approach to measurement
• Pinpoint incorrect performance measurements
• Select the right financial metrics
• Measure customer satisfaction and value
• Measure quality of products and services before they reach customers
• Perform process measurement
• Track supplier performance
• Measure employee satisfaction
• Redesign metrics and systems used to collect and report data

Acknowledgements
Introduction
PART I: EVALUATING YOR MEASUREMENT SYSTEM
Chapter 1: Measurement: The Key to World-Class Performance
Chapter 2: Problems with Most Measurement Systems
Chapter 3: Evaluating Your Existing Measurement System
PART II: SELECTING THE RIGHT METRICS
Chapter 4: Keeping Score in World-Class Organizations
Chapter 5: Measuring Financial Performance
Chapter 6: Measuring Customer Satisfaction and Value
Chapter 7: Measuring Product/Service Quality
Chapter 8: Measuring Processes and Operational Performance
Chapter 9: Measuring Supplier Performance
Chapter 10: Measuring Employee Satisfaction
PART III: REDESIGNING YOUR MEASUREMENT SYSTEM
Chapter 11: How to Design Your Own Measurement System
Chapter 12: Linking Measures to Strategy and Key Success Factors
Chapter 13: Reporting and Anl4