Trade paperback (US). Glued binding. Contains: Illustrations, black & white. Audience: General/trade. No previous owner's name. Clean, tight pages. No bent corners. SC 227.

Bestandsnummer des Verk�ufers Alibris.0038690

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Bibliografische Details

Titel: Keeping Score: Using the Right Metrics to Drive World-Class Performance
Verlag: Productivity Press, Portland
Erscheinungsjahr: 2006
Sprache: Englisch
ISBN-10: 1563273551
ISBN-13: 9781563273551
Einband: Trade paperback
Zustand: Fine.

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Inhaltsangabe

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.