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Measure What Matters to Customers: Using Key Predictive Indicators (KPIs)

Hardcover

$80.00

Measure What Matters to Customers: Using Key Predictive Indicators (KPIs)

Ronald J. Baker

ISBN: 978-0-471-75294-3 October 2006 208 Pages

Description

Measure What Matters to Customers reveals how to capitalize on Key Predictive Indicators (KPIs), the innovative measures that define the success of your enterprise as your customers do. If you want to increase your company's profits by working smarter, this is the book for you.

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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.