Keeping Score

Contents

Acknowledgments

Introduction

PART I: EVALUATING YOUR MEASUREMENT SYSTEM

1 Measurement: The Key to World-Class Performance

2 Problems with Most Measurement Systems

3 Evaluating Your Existing Measurement System

PART II: SELECTING THE RIGHT METRICS

4 Keeping Score in World-Class Organizations

5 Measuring Financial Performance

6 Measuring Customer Satisfaction and Value

7 Measuring Product/Service Quality

8 Measuring Processes and Operational Performance

9 Measuring Supplier Performance

10 Measuring Employee Satisfaction

PART III: REDESIGNING YOUR MEASUREMENT SYSTEM

11 How to Design Your Own Measurement System

12 Linking Measures to Strategy and Key Success Factors

13 Reporting and Analyzing Performance Data

14 Linking Measures, Goals, ...