- Hardcover: 198 pages
- Publisher: AMACOM; illustrated edition edition (Aug 27 2003)
- Language: English
- ISBN-10: 0814403271
- ISBN-13: 978-0814403273
- Product Dimensions: 24.1 x 15.8 x 1.7 cm
- Shipping Weight: 431 g
- Average Customer Review: 4.1 out of 5 stars See all reviews (9 customer reviews)
- Amazon Bestsellers Rank: #579,226 in Books (See Top 100 in Books)
- See Complete Table of Contents
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Product Details |
Product Description
Review
"Insightful and appropriate for organizations needing a new approach to working smarter. The steps outlined for linking key success factors to performance measures help organizational leaders focus on measuring the right things the right way."
Marie E. Artale, Customer Satisfaction Manager, IBM Corporation 06/01/04
"Keeping Score delivers comprehensive and easy-to-understand guidelines for the development or tune-up of an organizations measurement system. Written with the same user-friendly clarity of his popular book, Baldrige Award Winning Quality, Brown makes the overwhelming subject of measurement less intimidating through his step-by-step presentation."
Julie S. Mehta, Performance Consultant, U.S. Coast Guard 06/01/04
"Finally, a practical common-sense guide on how to develop and use measurements as tools for world-class performance."
Raymond C. Serretti, Director of Quality, Air Products and Chemicals, Inc. 06/01/04
"Full of specific examples and best practices gathered from the authors years of working with world-class companies, Keeping Score offers practical advice and guidance for developing measurement systems that lead to organizational excellence."
Robert J. Mruz, Director, TQM, ITT Sheraton, North America 06/01/04
Marie E. Artale, Customer Satisfaction Manager, IBM Corporation 06/01/04
"Keeping Score delivers comprehensive and easy-to-understand guidelines for the development or tune-up of an organizations measurement system. Written with the same user-friendly clarity of his popular book, Baldrige Award Winning Quality, Brown makes the overwhelming subject of measurement less intimidating through his step-by-step presentation."
Julie S. Mehta, Performance Consultant, U.S. Coast Guard 06/01/04
"Finally, a practical common-sense guide on how to develop and use measurements as tools for world-class performance."
Raymond C. Serretti, Director of Quality, Air Products and Chemicals, Inc. 06/01/04
"Full of specific examples and best practices gathered from the authors years of working with world-class companies, Keeping Score offers practical advice and guidance for developing measurement systems that lead to organizational excellence."
Robert J. Mruz, Director, TQM, ITT Sheraton, North America 06/01/04
Book Description
Guidelines for measuring the data that count -- for a truer view of any organization's performance.<BR>Every quality-conscious organization needs to measure critical data, but many businesses waste time tracking and reviewing non-essentials. This innovative book shows how to concentrate on the few key measures that indicate a firm's true performance. It focuses on the areas considered vital in the Baldrige Quality Award criteria, the premiere model for evaluating overall quality. Readers will learn to select and use the right metrics for measuring financial, operational, and quality efforts, as well as longer-term measures such as customer and employee satisfaction, supplier performance, product/service quality, and environmental compliance. This guide will help them: * evaluate their current approaches to measurement * select the right metrics * collect and report data more efficiently and usefully * use the information to promote teamwork and strategy
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Customer Reviews
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Most helpful customer reviews
4.0 out of 5 stars
Good stuff!,
By
This review is from: Keeping Score: Using the Right Metrics to Drive World-Class Performance (Hardcover)
I've read all of Mark Graham Brown's books and been through a couple of his workshops. He always nails the topic and this book is no exception.This book shows you how to pinpoint key measures, evaluate your measurement approach, and redesign inadequate metrics. I find it a very useful guide for my executive coaching and consulting practice.
3.0 out of 5 stars
Substantially Unsubstantial,
This review is from: Keeping Score: Using the Right Metrics to Drive World-Class Performance (Hardcover)
Substantially UnsubstantialKeeping Score is a good high-level review of the importance of metrics in strategy-driven organizations. Brown employs Kaplan & Norton's balanced scorecard methodology to illustrate the relationship between measurement and strategy. He doesn't really deliver much more than you would find in Kaplan & Norton's classic Balanced Scorecard book. I would like to have seen more suggested metrics around the various "themes": financial performance, customer satisfaction, product/service quality, process and operation performance, supplier performance, and employee satisfaction. I know macro- and micro-metrics are organization-specific; however, there are "generic" financial and satisfaction metrics he could offer. The Measurement System Self-Assessment 50 -item survey illustrated in the book is a great resource. It can easily be customized, automated and administered to stakeholders responsible for developing measurement systems. I applaud Brown for consistently reinforcing the formative rather than purely summative evaluation model. That is, any measurement system must contain historical (lagging), current, and forecasting (leading) measures. Those systems that are driven by summative data (i.e., historical) do not serve the real purpose of a measurement system, which is to allow stakeholders to make well-informed and better business decisions. Oftentimes, Brown downplays the complexity of developing and implementing a measurement system. He makes statements such as "Measurement is easy" and "Designing your own new and improved measurement system may not be a much work as you think..." These kinds of statements are worrisome and misleading because developing a robust measurement system aligned with organizational strategy is no simple feat. Nor, should it be. One extremely important area that is only slightly addressed is that of system maintenance and integrating the system into business processes. Once a measurement system has been established clear guidelines should be established as to how the data will be employed and used to make decisions. A truly strategic organization will incorporate the measurement system into the daily operations of the organization.
5.0 out of 5 stars
"Keeping Score" Right On Target,
By JRob (IL USA) - See all my reviews
This review is from: Keeping Score: Using the Right Metrics to Drive World-Class Performance (Hardcover)
I ordered Mark Graham Brown's "Keeping Score" just as I got involved with a Balanced Scorecard implementation. As we worked through the process of designing our internal scorecard I found this slim volume (<200 pages) an invaluable aid. From the introduction through to the last chapter, I found this book full of practical ideas and advice. For instance, one of my personal pet peeves is the short shrift most larger companies give to the value of their people. In chapter 10: "Measuring Employee Satisfaction", Mr. Brown addresses topics such as the short-sightedness of improving profits through downsizing and how a balanced scorecard can help underline this mistake. He ends the book with a practical 10 item list "The Key To Successful Plans". After all the theory, I was glad to have a roadmap handy. I'd recommend this book to anybody who is contemplating a new scorecard, or rehabbing an existing one.
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