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.

About the Author
Mark Graham Brown


Book Information
ISBN 9781563273551
Author Mark Graham Brown
Format Paperback
Page Count 224
Imprint Productivity Press
Publisher Taylor & Francis Inc
Weight(grams) 317g