Publisher's Synopsis
"Vital Signs" reveals the weaknesses of traditional measurements, such as: complex, abstract ratios that have little direct bearing on the work done; measures that don't tie in to corporate strategies.;This text looks at how to find the facts about a company's performance, and explains every step needed to set up and run highly effective measurement systems.;"Vital Signs" demonstrates how to make powerful use of often-misused tools and techniques, such as benchmarking, competitor/market analysis, surveys and focus groups. Example from Federal Express, Motorola, Milliken and others illuminate the author's points.;With Action Steps at the end of each chapter, "Vital Signs" show readers how to install truly efficient performance measures that: focus on the customer; improve processes; understand and control costs; and encourage and facilitate change.
