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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| Format: | eBook |
| Language: | English |
| Published: |
Hoboken, N.J. :
Wiley,
©2006.
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| Subjects: | |
| Online Access: | Connect to the full text of this electronic book |
| Summary: | 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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| Physical Description: | 1 online resource (xxii, 186 pages) : illustrations |
| Bibliography: | Includes bibliographical references (pages 163-169) and index. |
| ISBN: | 9781119201779 1119201772 0470056274 9780470056271 9786610652105 6610652104 |