Metrics are often overlooked and their value underestimated by most managers. However, we are now starting to appreciate the value of measurement. Metrics, in turn, emphasize the role of information.
Information is a strategic asset and critical to our efforts to eliminate waste and enhance value.
He also gives the reader a look at metrics within the broader corporate system of customer service. Steven A. Melnyk, Ph.D., CPIM, is professor of operations management at Michigan State University. He is the lead author of more than eight books. Dr. Melnyk is an active researcher whose articles have appeared in such international and national journals as the International Journal of Production Research, the International Journal of Operations and Production Research, the Journal of Operations Management and Production and Inventory Management. In addition, Dr. Melnyk sits on the editorial review board for Production and Inventory Management and the International Journal of Production Research.