000			00583nam a2200157Ia 4500
999			_c17098 _d17098
008			110309s9999 xx 000 0 und d
020			_a81-203-3110-9
082			_a658.4035
100			_aBrown, Mark Graham _927001
245			_aKeeping score : _busing the right metrics to drive world-class performance
260			_bPrentice-Hall of India Private Ltd. _aNew Delhi _c2007
300			_a198 p. _bHard
505			_aPt.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.
520			_aKeeping 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.
530			_a505
650			_a Organizational effectiveness _927002
650			_aIndustrial efficiency _927003
650			_aIndustrial efficiency _927003
942			_cBK _2ddc