Measure what matters to customers : using key predictive indicators /
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 emphas...
| Основен автор: | Baker, Ronald J. 1962- |
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| Формат: | Електронна книга |
| Език: | English |
| Публикувано: |
Hoboken, N.J. :
Wiley,
℗♭2006.
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| Предмети: | |
| Онлайн достъп: |
http://search.ebscohost.com/login.aspx?direct=true&scope=site&db=nlebk&AN=172096 |
| Подобни документи: |
Print version::
Measure what matters to customers. |
| Резюме: |
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. |
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| Физически характеристики: |
1 online resource (xxii, 186 pages) : illustrations |
| Библиография: |
Includes bibliographical references (pages 163-169) and index. |
| ISBN: |
9781119201779 1119201772 0470056274 9780470056271 |