Publisher's Synopsis
Performance: before you can improve it, you have to be able to measure it. As global competition hots up, companies need to measure every aspect of their performance. From traditional financial assets to newer variables, including intellectual capital and customer satisfaction. The Handbook of Performance Measurement from GEE makes the task easy. What are the relative merits of the Balanced Scorecard and the Performance Prism? Why and how should we measure customer, and employee, satisfaction? How do we create an explicit shared model of business performance and its drivers? What are the key questions to ask when defining performance measures? Who and what should we benchmark against? What are the 10 components of the EFQM framework and how do we distinguish between results and drivers? Available as a loose-leaf and CD-ROM package, the handbook provides in-depth information on the benefits of performance measurement, including the various methods and principles. And it forms a valuable first point of reference; essential before consulting expensive outside consultants. As well as two updates a year the service includes four topical performance measurement newsletters.;Edited by Mike Bourne who is a member Cranfield's Centre for Business Performance and written and researched by an expert team of performance measurement specialists, the handbook provides a wealth of techniques that have been tested and applied in over 30 businesses. Our plain English approach makes the handbook ideal for the non-specialist, whether a management accountant, board director or functional head. The Handbook of Performance Measurement has been written for anyone who must design, implement or update a performance measurement system. It has everything you need to answer even the toughest questions.
