Measure What Matters to Customers Using Key Predictive Indicators (KPIs)
Performance Measurement explains why traditional metrics of efficiency, developed over 100 years ago for manual workers, are not relevant to the effectiveness of today's knowledge worker. Rather than measure internal metrics that have no relationship to creating customer value, this book emphasizes Key Performance Indicators (KPIs) that measure the success of a business the same way a customer does
Online-Ressource
9780470056271, 9781119201779, 0470056274, 1119201772
894721529
Druckausg.
Foreword. Preface. Acknowledgments. About the Author. 1 The Canary in the Coal Mine. 2 The Economy of Mind. 3 The Old Business Equation. 4 The New Business Equation. 5 Pantometrists: Counting for the Sake of Counting. 6 The Gospel of Efficiency. 7 All Learning Starts with Theory. 8 Constructing a Theory. 9 Pantometry versus Theory. 10 Measures that Matter. 11 Developing KPIs for Your Company. 12 Increasing Knowledge Worker Effectiveness. 13 Managing by Results versus Managing by Means. 14 Human Capital, Not Cattle. 15 The Moral Hazards of Measurements. 16 The Dreamers versus the Pantometrists. Bibliography. Suggested Reading. Index.
Lizenzpflichtig