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.