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Keeping Score
Using the Right Metrics to Drive World Class Performance
Udgivet af Taylor & Francis Inc
ISBN
9781563273551
Om denne bog
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 measuri…
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Bogdetaljer
Forfatter
Mark Graham Brown
Forlag
Taylor & Francis Inc
Kategori
Produktionsstyring og kvalitetsledelse
ISBN-13
9781563273551
EAN
9781563273551
Format
Hæftet
Sprog
Engelsk
sider
224
Undertitel
- Using the Right Metrics to Drive World Class Performance
Produktbeskrivelse
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.
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