Measure What Matters to Customers
Using Key Predictive Indicators (KPIs)
Published on 20. November 2006
188 pages
978-0-470-05627-1 (ISBN)
Description
Measure What Matters to Customers reveals how to capitalize on Key Predictive Indicators (KPIs), the innovative measures that define the success of your enterprise as your customers do. If you want to increase your company's profits by working smarter, this is the book for you.
More details
Other editions
Additional editions
Book
10/2006
1st Edition
Wiley
€74.50
Shipment within 10-20 days
Person
RONALD J. BAKER, CPA, is the author of The Firm of theFuture and Pricing on Purpose, both from Wiley, and Professional'sGuide to Value Pricing, Sixth Edition. He is founder of VeraSageInstitute, a think tank dedicated to teaching value pricing toprofessionals around the world. Baker is a frequent speaker andconsultant to professional service firms on implementing TotalQuality Service and Value Pricing. He has been appointed to theAICPA's Group of One Hundred, a think tank of leaders addressingthe future of the CPA profession, and was named to AccountingToday's 2001, 2002, 2003, 2004, and 2005 Top 100 Most InfluentialPeople in the profession.
Content
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.
