4 Keeping Score in World-Class Organizations
This second part of the book is about developing measures for the different categories of metrics on your organizational scorecard. Your measurement system should consist of six different categories of data:
1. Financial performance.
2. Product/service quality.
3. Supplier performance.
4. Customer satisfaction.
5. Process and operational performance.
6. Employee satisfaction.
The specific categories you select to include on your scorecard are not as important as the fact that they represent a balance between the needs and requirements of your shareholders, stakeholders, customers, and employees. It is also important that your metrics are balanced between past and future-oriented measures. In other ...
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