Keeping Score
Using the Right Metrics to Drive World Class Performance
Mark Graham Brown
Manhattan Beach, California, USA
ISBN: 978-1-56327-355-1, October 2006, 224 pp., Soft Cover
"Insightful and appropriate for organizations needing a new approach to working
smarter."
-Marie E. Artale, Customer Satisfaction Manager, IBM Corporation
"... delivers comprehensive and easy-to-understand guidelines for the development
or tune-up of an organization's measurement system. ... Brown makes the
overwhelming subject of measurement less intimidating through his step-by-step
presentation."
- Julie S. Mehta, Performance Consultant, U.S. Coast Guard
This book shows how to evaluate current approaches to measurement and pinpoint false measurements. It
covers the selection of financial metrics, ways to measure employee and customer satisfaction, and methods
to track performance and measure quality.
