search for books and compare prices
Tables of Contents for Future Success
Chapter/Section Title
Page #
Page Count
Preface
xi
 
Acknowledgements
xiii
 
Tables
xiv
 
PART 1 BUSINESS MEASUREMENT IS PIECEMEAL
1
16
Performance measurement explored
3
14
What is a performance measure?
4
2
Why do you need to measure?
6
3
What is the basis of a performance measurement system?
9
1
Why change the way we measure?
10
3
Why is change so difficult?
13
2
Summary
15
2
PART 2 THE NEED FOR AN INTEGRATED SYSTEM
17
24
Why your organisation needs a balanced scorecard
19
22
Turning off the autopilot
20
3
The balanced scorecard is a strategic management tool
23
2
Define your vision
25
7
Managing small businesses with the balanced scorecard
32
4
Unify your business
36
1
Promote innovative solutions
36
1
Complement financial measures
36
1
Strengthen communication lines
37
1
Link reward and compensation systems to performance measures
37
2
Focus the organisation on wealth creation
39
1
Summary
40
1
PART 3 AN INTEGRATED SYSTEM---THE BALANCED SCORECARD
41
66
How do our clients see us?
43
14
Why focus on your clients?
44
3
Measuring the key perspectives of value for clients
47
2
Aligning your goals with the expectations of your clients
49
1
Benchmarking customer satisfaction
50
1
Measuring client complaints
50
1
Identifying client-focused measures
51
3
Client measures---The measurement process
54
2
Summary
56
1
What must we excel at from an internal perspective?
57
12
Process management--Does your organisation use it?
60
2
Levels of process improvement
62
2
Business process re-engineering---a tool for change
64
4
Using project management
68
1
Summary
68
1
How can we continue to add value?
69
8
Innovation and learning measures
70
1
Employee measures
71
3
Information technology measures
74
2
Summary
76
1
How do we look to our shareholders?
77
14
Financial benchmarks for comparison
79
1
Common size measures
80
1
Liquidity measures
81
1
Efficiency measures
82
1
Solvency measures
83
1
Profitability measures
84
2
How to use economic value added as a management tool
86
3
Summary
89
2
A sample scorecard and case studies
91
16
Pottersgrove Iron Ltd
94
5
Public Transport Body
99
4
Trudy's Dress Shop
103
4
PART 4 DESIGNING AND IMPLEMENTING YOUR BALANCED SCORECARD
107
48
Evaluating your current performance measurement system
109
8
Deficient performance measurement systems
110
3
Seven rules of successful performance measurement
113
3
Summary
116
1
Designing your balanced scorecard
117
12
Scope the project
118
1
Define your vision
119
1
Determine your objectives
120
1
Determine your goals
121
2
Establish performance measures
123
3
Establish targets and improvement initiatives
126
1
Identify accountable parties
126
1
Predict the results
127
2
Summary
128
1
Implementing your balanced scorecard
129
10
Avoiding common mistakes
130
1
The implementation process
131
5
Ongoing development of strategic performance measures
136
1
Summary
137
2
Benchmarking your performance measures
139
16
Why benchmark?
140
1
What is benchmarking?
141
2
The benchmarking process
143
8
Avoiding common mistakes
151
2
Summary
153
2
Conclusion
155
2
Appendix---sample performance measures
157
12
Glossary of terms
169
4
References
173
2
Endnotes
175
4
Index
179