Сбалансированная система показателей: на маршруте внедрения

"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."--Jacket

"Every quality-conscious organization needs to measure critical data, but many businesses waste time tracking and reviewing non-essentials. This innovative book shows how to concentrate on the few key measures that indicate a firm's true performance. It focuses on the areas considered vital in the Baldrige Quality Award criteria, the premiere model for evaluating overall quality.

Readers will learn to select and use the right metrics for measuring financial, operational, and quality efforts, as well as longer-term measures such as customer and employee satisfaction, supplier performance, product/service quality, and environmental compliance. This guide will help them:

• evaluate their current approaches to measurement

• select the right metrics

• collect and report data more efficiently and usefully

• use the information to promote teamwork and strategy"