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Many organizations spend thousands of hours
collecting and interpreting data. However, many of these
hours are nothing more than wasted time because organizations
analyze the wrong measurements -- which leads to inaccurate
decision making.
Keeping 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 Baldridge 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
insures that you correctly measure:
- Customer satisfaction and value.
- The quality of products and services
before they reach the customer.
- 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.
Mark Graham Brown has spent the past
eighteen years consulting with major corporations on improving
their performance. His current clients include: Air Products
& Chemicals, Appleton Papers, Cargill, IBM, and Pacific
Bell. He served as a Baldridge Examiner for three years
and as the overseer for the California Quality Awards during
1994 and 1995.
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