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...

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Bibliographic Details

Main Author:	Baker, Ronald J. (Ronald Joseph), 1962-
Format:	eBook
Language:	English
Published:	Hoboken, N.J. : Wiley, ©2006.
Subjects:	Intellectual capital. Knowledge management. Success in business.
Online Access:	Connect to the full text of this electronic book