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Bestandsnummer des Verk�ufers CHL1908366

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Bibliografische Details

Titel: Keeping Score: Using the Right Metrics to Drive World-Class Performance
Verlag: Amacom
Ver�ffentlichungsdatum: 1996
Sprache: Englisch
ISBN-10: 0814403271
ISBN-13: 9780814403273
Bindung: Hardcover
Zustand: Used; Very Good

�ber diesen Titel

Inhaltsangabe

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 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.

�ber die Autorin bzw. den Autor

MARK GRAHAM BROWN (Hermosa Beach, CA) is a quality and productivity consultant to many Fortune 500 companies. He has served as a Baldrige Award examiner and is the author of five previous books, including Why TQM Fails and What to Do About It.

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