Smart Business Metrics : Measure What Really Counts and Manage What Makes the Difference,9780273663966

Smart Business Metrics : Measure What Really Counts and Manage What Makes the Difference

by
ISBN13: 9780273663966
ISBN10: 0273663968
Format: Paperback
Pub. Date: 2004-02-01
Publisher(s): Trans-Atlantic Pubns
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Summary

If you are going to manage by numbers, make sure that they're the right ones. Most measures distort managerial behaviour and impair performance. You need to select and implement the key measures that will help you create value. You need smart metrics.This book aims to give managers the tools to put the right measures in place. It shows how quantitative measures can be applied to behaviour (of managers, customers and employees) as well as to financial and operational decisions. It provides the tools that enable managers to decide strategic actions based on factual analysis. And it shows how smart metrics can produce joined-up management: all units working together to create value for the firm.

Table of Contents

About the author ix
Introduction xi
Metrics at the Heart of Management
1(30)
Metrics and Clarity
1(1)
Metrics at the Heart of Success
2(1)
Metrics at the Heart of Failure
3(1)
The Problem of Designing Good Measures
4(1)
Metrics and the Implementation of Strategy
5(2)
Setting the Foundations to Build the Metrics
7(1)
A Tale of Two Metrics
8(2)
From Management Fashions to Management Engineering
10(3)
Why Do Managers Need a Metrics Framework to Make Good Decisions?
13(1)
The ABC of Decision Barriers
14(7)
Rocket Science for Managers
21(1)
The Metrics Audit
22(4)
Overcoming Objections
26(4)
Learning points
30(1)
Rocket Science: The Principles of Smart Business Metrics
31(28)
The Value Web: A Framework for Constructing Smart Business Metrics
31(3)
Other Metrics Frameworks
34(3)
Principles of Analysis
37(5)
Variation
42(7)
Linkage
49(3)
Preferences
52(2)
Dynamics
54(3)
Developing Smart Business Metrics
57(1)
Learning points
58(1)
The Design of Smart Business Metrics: How to Achieve Clarity and Balance
59(20)
Designing Output Metrics
59(2)
Criteria for Output Metrics
61(2)
Output Metrics Case: Financial Services
63(4)
Output Metrics Case: Public Sector Broadcaster
67(2)
Designing Value Driver and Value Builder Metrics
69(1)
Criteria for Value Driver and Value Builder Metrics
70(1)
Driver and Builder Metrics Case: Financial Services
71(2)
Driver and Builder Metrics Case: Public Sector Broadcaster
73(2)
Driver and Builder Metrics Case: National Health Service
75(1)
Weighting the Metrics
76(2)
Learning points
78(1)
Smart Business Metrics for Value Drivers
79(43)
Criteria for Smart Business Metrics
80(1)
Levels of Analysis
81(1)
Value Driver Case: Customer Value
82(4)
Value Trees
86(7)
Value Driver Case: How to Retain Customers
93(8)
Value Driver Case: Retail Store Sizing
101(5)
Value Driver Case: Sales Team Performance
106(8)
Value Driver Case: Employee Productivity
114(3)
Value Driver Case: A Performance Scorecard for Retail Employees
117(4)
Learning points
121(1)
Smart Business Metrics for Value Builders
122(44)
Position Value Builders
124(2)
Position Value Builder Case: Office Lease Option
126(1)
Position Value Builder Case: Virtual Reality Training Investment
127(4)
Capability Value Builders
131(1)
Customer Capability Value Builder Case: European Bank
131(4)
Customer Capability Balue Builder Case: Telecommunications Growth
135(9)
Customer Capability Value Builder Case: Internet Site Design
144(3)
Employee Capability Value Builders
147(2)
Employee Capability Value Builder Case: Hotel Guest Loyalty
149(4)
Employee Capability Value Builder Case: Designing the Benefits Mix
153(4)
Culture Capability Value Builder Case: Instilling an Entrepreneurial Approach
157(4)
Culture Capability Value Builder Case: Innovation
161(4)
Learning points
165(1)
The Dynamics of Smart Business Metrics: Joined-up Management and the Competitive Environment
166(19)
The Internal Perspective: Joined-up Management
166(4)
The Steps to Joined-up Management
170(1)
Joined-up Management Case: Pricing
171(2)
Joined-up Management Case: Animal Welfare
173(2)
Joined-up Management Case: IT Spend
175(3)
The External Perspective: Market Dynamics
178(1)
The Steps to Dynamic Strategy Metrics
179(1)
Strategy Dynamics Case: Internet Banking
179(2)
Strategy Dynamics Case: Negotiations
181(3)
Detailed Modelling
184(1)
Learning points
184(1)
The Way Forward: How to Implement Smart Business Metrics Within Your Organization
185(15)
Strategic Clarity
186(5)
Objectivity
191(3)
Teamwork
194(3)
Closing the Loop
197(1)
The Human Dimension of Smart Business Metrics
198(2)
Further Reading 200(3)
Index 203

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