Metrics [electronic resource] : How to Improve Key Business Results /
Klubeck, Martin.author.
Metrics are a hot topic. Executive leadership, boards of directors, management, and customers are all asking for data-based decisions. As a result, many managers, professionals, and change agents are asked to develop metrics, but have no clear idea of how to produce meaningful ones. Wouldn't it be great to have a simple explanation of how to collect, analyze, report, and use measurements to improve your organization? Metrics: How to Improve Key Business Results provides that explanation and the tools you'll need to make your organization more effective. Not only does the book explain the "why" of metrics, but it walks you through a step-by-step process for creating a report card that provides a clear picture of organizational health and how well you satisfy customer needs. Metrics will help you to measure the right things, the right way-the first time. No wasted effort, no chasing data. The report card provides a simple tool for viewing the health of your organization, from the outside in. You will learn how to measure the key components of the report card and thereby improve real measures of business success, like repeat customers, customer loyalty, and word-of-mouth advertising. This book: Provides a step-by-step guide for building an organizational effectiveness report card Takes you from identifying key services and products and using metrics, to determining business strategy Provides examples of how to identify, collect, analyze, and report metrics that will be immediately useful for improving all aspects of the enterprise, including IT.
Title Page; Copyright Page; Table of Contents; About the Author; About the Technical Reviewer; Acknowledgments; Metrics:The Basics An Introduction; What; Why; When; Where; Who; How; What You'll Find Inside; CHAPTER 1 Establishing A Common Language Data, and Measures, and Information, OH MY!; The Three Little Pigs Go Large; The Story; The First Little Pig; The Second Little Pig; The Third Little Pig; Data; Measures; Information; Metrics; Root Questions; The Data-Metric Paradox; Metric Components; Recap; Bonus Material; CHAPTER 2 Designing Metrics The How; Getting to the Root Question
Testing the Root QuestionDeveloping a Metric; Identifying the Information, Measures, and Data Needed; Collecting Measures and Data; How to Collect Data; Use Automated Data When Possible; Beware!; Employ Software and Hardware; Conduct Surveys; Use People; Another Example; Information; Measures; Data; Recap; Conclusion; Bonus Material; CHAPTER 3 Planning a Good Metric Where to Begin; The Metric Development Plan; The Components of a Metric Development Plan; The Purpose Statement; How Information Will Be Used; Explain How Information Won't Be Used; Identify Who Will Want to Use the Metrics
Schedule for Reporting, Analyzing, and CollectingAnalysis; A Picture for the Rest of Us; Narrative Description; Documentation: Making the Metric Development Plan More Than a Plan; A Note on Process Byproducts; Recap; Conclusion; CHAPTER 4 Using Metrics as Indicators; Facts Aren't Always True; Metrics Can Be Wrong; Accurate Metrics Are Still Simply Indicators; Indicators: Qualitative vs. Quantitative Data; Qualitative Data; Quantitative Data; Quantitative and Qualitative Data; Recap; Conclusion; CHAPTER 5 Using the Answer Key A Shortcut; What Is the Answer Key?; Answer Key: First Tier
Answer Key: Second TierReturn vs. Investment; State of the Union; Answer Key: Third Tier; Answer Key: Fourth Tier; Product/Service Health (effectiveness); Process Health (efficiency); Organizational Health; Future Health; Answer Key: The Fifth Tier and Beyond; How to Use the Answer Key: Identify Types of Measures; Bonus Material; Recap; Conclusion; CHAPTER 6 Start with Effectiveness; Future Health; Organizational Health; Return vs. Investment; Process Health; Product/Service Health; The Customers' Viewpoint; Removing Fear; Focusing on First Things First; Recap; Conclusion
CHAPTER 7 Triangulation Essential to Creating Effective MetricsTriangulation-a Historical Perspective; Triangulation as a Practical Application; Triangulation of Measures; Triangulation of Collection Methods and Sources; Triangulation of Perspectives; Demographics Don't Count; Conflicting Results; Recap; Conclusion; CHAPTER 8 Expectations How to View Metrics in a Meaningful Way; Don't Choose Poorly; The Use of Stretch Goals; Measures as Goals; Targets and Thresholds; Incentive Programs Based on Measures; Expectations; Discovering Expectations; Recap; Conclusion
CHAPTER 9 Creating and Interpreting the Metrics Report Card
Includes index.
Metrics are a hot topic. Executive leadership, boards of directors, management, and customers are all asking for data-based decisions. As a result, many managers, professionals, and change agents are asked to develop metrics, but have no clear idea of how to produce meaningful ones. Wouldn't it be great to have a simple explanation of how to collect, analyze, report, and use measurements to improve your organization? Metrics: How to Improve Key Business Results provides that explanation and the tools you'll need to make your organization more effective. Not only does the book explain the "why" of metrics, but it walks you through a step-by-step process for creating a report card that provides a clear picture of organizational health and how well you satisfy customer needs. Metrics will help you to measure the right things, the right way-the first time. No wasted effort, no chasing data. The report card provides a simple tool for viewing the health of your organization, from the outside in. You will learn how to measure the key components of the report card and thereby improve real measures of business success, like repeat customers, customer loyalty, and word-of-mouth advertising. This book: Provides a step-by-step guide for building an organizational effectiveness report card Takes you from identifying key services and products and using metrics, to determining business strategy Provides examples of how to identify, collect, analyze, and report metrics that will be immediately useful for improving all aspects of the enterprise, including IT.
Business.
Management science.
Business and Management, general.