Chapter 14. Metrics for Knowledge Work

Metrics for Knowledge Work
 

Vaguely right is better than precisely wrong

 
 --L. Lodish[1]

IN THIS CHAPTER

  • Calculate return on investment for knowledge management investments.

  • Evaluate benchmarking as a comparative knowledge metric.

  • Evaluate knowledge management ROI by using the balanced scorecard (BSC) method.

  • Use quality function deployment for creating strategic knowledge metrics.

  • Identify what not to measure.

  • Understand alternative metrics such as the Skandia Navigator and the FASB approach.

  • Classify and evaluate processes using the APQC process classification framework.

  • Review and select software tools for tracking complex metrics, QFDs and ...

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