A01=Mark Graham Brown
Author_Mark Graham Brown
Baldrige Award Criteria
Baldrige criteria
Category=KJMN
Category=KJMQ
Category=KJMV2
Ceo
continuous improvement
CSI
Customer Satisfaction
Customer Satisfaction Data
Customer Satisfaction Measurement
Cycle Time
data-driven decision making
employee engagement metrics
Employee Satisfaction
Employee Satisfaction Index
eq_bestseller
eq_business-finance-law
eq_isMigrated=1
eq_nobargain
eq_non-fiction
Follow
Hard Measures
Key Business Drivers
Key Success Factors
Measuring Supplier Performance
Northrop Grumman
Organization's Future Success
organizational performance evaluation
Pacific Bell
Reporting Performance Data
ROI
Safety Index
satisfaction measurement
Service Quality Data
strategic alignment
Stretch Goal
Wallet Cards
Wo
Word Of Mouth
Product details
- ISBN 9781563273551
- Weight: 317g
- Dimensions: 152 x 229mm
- Publication Date: 30 Oct 2006
- Publisher: Taylor & Francis Inc
- Publication City/Country: US
- Product Form: Paperback
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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.
Mark Graham Brown
