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- catalog abstract ""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."--Jacket.".
- catalog contributor b10859629.
- catalog created "c1996.".
- catalog date "1996".
- catalog date "c1996.".
- catalog dateCopyrighted "c1996.".
- catalog description ""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."--Jacket.".
- catalog description "Includes bibliographical references (p. 193-194) and index.".
- catalog description "pt. 1. Evaluating your measurement system. Measurement: the key to world-class performance -- Problems with most measurement systems -- Evaluating your existing measurement system -- pt. 2. Selecting the right metrics. Keeping score in world-class organizations -- Measuring financial performance -- Measuring customer satisfaction and value -- Measuring product/ service quality -- Measuring processes and operational performance -- Measuring supplier performance -- Measuring employee satisfaction -- pt. 3. Redesigning your measurement system. How to design your own measurement system -- Linking measures to strategy and key success factors -- Reporting and analyzing performance data -- Linking measures, goals, and plans.".
- catalog extent "ix, 198 p. :".
- catalog identifier "0527763128 (Quality Resources)".
- catalog identifier "0814403271 (AMACOM)".
- catalog issued "1996".
- catalog issued "c1996.".
- catalog language "eng".
- catalog publisher "New York : Quality Resources : Distributed by AMACOM Books".
- catalog subject "658.8/12 20".
- catalog subject "Customer services Evaluation.".
- catalog subject "HD58.9 .B76 1996".
- catalog subject "Industrial efficiency Evaluation.".
- catalog subject "Job satisfaction Evaluation.".
- catalog subject "Organizational effectiveness Evaluation.".
- catalog tableOfContents "pt. 1. Evaluating your measurement system. Measurement: the key to world-class performance -- Problems with most measurement systems -- Evaluating your existing measurement system -- pt. 2. Selecting the right metrics. Keeping score in world-class organizations -- Measuring financial performance -- Measuring customer satisfaction and value -- Measuring product/ service quality -- Measuring processes and operational performance -- Measuring supplier performance -- Measuring employee satisfaction -- pt. 3. Redesigning your measurement system. How to design your own measurement system -- Linking measures to strategy and key success factors -- Reporting and analyzing performance data -- Linking measures, goals, and plans.".
- catalog title "Keeping score : using the right metrics to drive world-class performance / Mark Graham Brown.".
- catalog type "text".