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Keeping score : using the right metrics to drive world class performance / Mark Graham Brown.

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Bibliographic Details
Online Access: Full Text (via O'Reilly/Safari)
Main Author: Brown, Mark Graham (Author)
Format: Electronic eBook
Language:English
Published: New York : Productivity Press, 2020.
Edition:1st.
Subjects:
Performance standards.
Performance standards
Table of Contents:
  • Acknowl edgments Introduction
  • PART 1: EVALUATING YOUR MEASUREMENT SYSTEM
  • 1 Measurement: The Key to World-Class Performance
  • 2 Problems with Most Measurement System
  • 3 EvaluatIng Your Existing Measurement System
  • PART II: SELECTING THE RIGHT METRICS
  • 4 KeepIng Score In World-Class Organizations
  • 5 Measuring Financial Performance
  • 6 MeasurIng Customer Satisfaction and Value
  • 7 MeasurIng Product/Service Quality
  • 8 MeasurIng Processes and Operational Performance
  • 9 Measuring Supplier Performance
  • 10 Measuring Employee Satisfaction
  • PART III: REDESIGNING YOUR MEASUREMENT SYSTEM
  • 11 how to Design Your Own Measurement System
  • 12 Linking Measures to Strategy and Key Success Factors
  • 13 Reporting and Analyzing Performance Data
  • 14 linking Measures, Goals, and Plans
  • Bibi lography
  • Index.

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