Metrics how to improve key business results
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 g...
| Autor principal: | |
|---|---|
| Formato: | Libro electrónico |
| Idioma: | Inglés |
| Publicado: |
New York :
Apress
2011.
|
| Edición: | 1st ed. 2011. |
| Materias: | |
| Ver en Biblioteca Universitat Ramon Llull: | https://discovery.url.edu/permalink/34CSUC_URL/1im36ta/alma991009628958106719 |
Tabla de Contenidos:
- 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
