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Measure What Matters to Customers: Using Key Predictive Indicators (KPIs)

ISBN: 978-0-471-75294-3
Hardcover
208 pages
October 2006
List Price: US $80.00
Government Price: US $51.20
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Measure What Matters to Customers: Using Key Predictive Indicators (KPIs) (0471752940) cover image
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Foreword.

Preface.

Acknowledgments.

About the Author.

1 The Canary in the Coal Mine.

2 The Economy of Mind.

3 The Old Business Equation.

4 The New Business Equation.

5 Pantometrists: Counting for the Sake of Counting.

6 The Gospel of Efficiency.

7 All Learning Starts with Theory.

8 Constructing a Theory.

9 Pantometry versus Theory.

10 Measures that Matter.

11 Developing KPIs for Your Company.

12 Increasing Knowledge Worker Effectiveness.

13 Managing by Results versus Managing by Means.

14 Human Capital, Not Cattle.

15 The Moral Hazards of Measurements.

16 The Dreamers versus the Pantometrists.

Bibliography.

Suggested Reading.

Index.

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