Amazon.com description: Product Description: Measurement is absolutely essential for any organization or company, functional area, department, business unit, project, or individual. Companies must know how their processes are performing, how well they are meeting customers’ needs, how targeted improvements are being achieved, and how management is doing. Accurate performance measures tell companies where they are, and to take action if they are not on track or if performance does not meet expectations. Actionable Performance Measurement presents many different methods to help readers develop metrics and performance measures. To aid in corporate measures development and strategic, tactical and/or business planning, a quick and effective method of identifying specific key results areas is outlined and explained. Both customer and employee focuses are presented: how to measure each, and how to develop good surveys. In addition, Howell explains several methods for setting realistic-but-stretch targets are also presented, as well as a technique for measuring “apples and oranges.” Readers will be able to measure employee and customer satisfaction, and be prepared to capably lead or be a member of a corporate or business unit measurement team to assess existing performance indicators effectiveness. Benefits: Included on an accompanying CD-ROM is a student workbook to be used as a teaching tool in conjunction with the book, as well as the book's five appendices. Contents: Chapter 1 Introduction to Metrics Chapter 2 Management by Metrics Chapter 3 Metric Development Process Chapter 4 Constructing The Indicator – The Metric Package Chapter 5 Set Targets and Team Examples of Developing Performance Indicators Chapter 6 Monitor and Take Action – Tools To Improve Your Processes Performance Chapter 7 Business Processes – Measuring and Jumpstarting Daily Work, and Benchmarking Chapter 8 Measuring Apples and Oranges Chapter 9 Customer Focus, Satisfaction, and Measurement Chapter 10 Employee Focus, Satisfaction, and Measurement Chapter 11 Designing and Implementing A New Performance Measurement System Chapter 12 Conclusion Appendix A: Modified Nominal Group Technique Appendix B: Brainstorming Appendix C: Assessment of An Existing Measurement System Appendix D: Metric Awareness Questionnaire Appendix E: MBNQA Questionnaire – Are We Making Progress As Leaders? Bibliography