Chapter 14. Metrics for Knowledge Work
Vaguely right is better than precisely wrong
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 ...