The Measures of Success

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What you measure is what you get" is a phrase frequently used by management gurus and business school professors. But in today's business environment, many companies employ a confusing array of complex and often conflicting performance measures. The net result can lead managers to make decisions based on inaccurate, misleading information. Carl Thor, an internationally-known expert on performance measurement and benchmarking, believes that managers must first create a "family of measures" that enable an organization to deliver real value to its customers. By tapping the power of performance measurement, managers will learn how to integrate critical processes and capabilities across the entire enterprise. From individual to team, divisional, or company-wide performance measures, Thor outlines proven methods of creating just the right group of measures at every level of the organization. The Measures of Success delivers comprehensive, highly practical advice on selecting and managing performance measurements in critical areas such as profitability, productivity, and cost. Thor includes insights, guidelines, and examples that illustrate the best practices in each area. Managers, executives, and team leaders will also find Thor's insights on quality measures to be of vital importance. An in-depth review of internal and external quality measures includes insights on how to effectively use quality measures to reduce waste and consistently create value for customers. Specific additional sections include an in-depth discussion of how to get the most out of benchmarking, gainsharing programs, and effectively implementing and managing a family of performance measures. For everyone concerned withimproving their personal, team, or corporate performance, The Measures of Success will help ensure that their individual and collective achievement will result in true success for the company and its customers.