Measure What Matters to Customers: Using Key Predictive Indicators (KPIs)

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John Wiley & Sons, Jan 29, 2007 - Business & Economics - 188 pages
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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.
 

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Contents

CHAPTER 1 THE CANARY IN THE COAL MINE
1
CHAPTER 2 THE ECONOMY OF MIND
5
CHAPTER 3 THE OLD BUSINESS EQUATION
11
CHAPTER 4 THE NEW BUSINESS EQUATION
15
CHAPTER 5 PANTOMETRISTS COUNTING FOR THE SAKE OF COUNTING
25
CHAPTER 6 THE GOSPEL OF EFFICIENCY
33
CHAPTER 7 ALL LEARNING STARTS WITH THEORY
45
CHAPTER 8 CONSTRUCTING A THEORY
53
CHAPTER 11 DEVELOPING KPIS FOR YOUR COMPANY
83
CHAPTER 12 INCREASING KNOWLEDGE WORKER EFFECTIVENESS
95
CHAPTER 13 MANAGING BY RESULTS VERSUS MANAGING BY MEANS
113
CHAPTER 14 HUMAN CAPITAL NOT CATTLE
127
CHAPTER 15 THE MORAL HAZARDS OF MEASUREMENTS
139
CHAPTER 16 THE DREAMERS VERSUS THE PANTOMETRISTS
157
BIBLIOGRAPHY
163
SUGGESTED READING
171

CHAPTER 9 PANTOMETRY VERSUS THEORY
61
CHAPTER 10 MEASURES THAT MATTER
69

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About the author (2007)

RONALD J. BAKER, CPA, is the author of The Firm of the Future and Pricing on Purpose, both from Wiley, and Professional's Guide to Value Pricing, Sixth Edition. He is founder of VeraSage Institute, a think tank dedicated to teaching value pricing to professionals around the world. Baker is a frequent speaker and consultant to professional service firms on implementing Total Quality Service and Value Pricing. He has been appointed to the AICPA's Group of One Hundred, a think tank of leaders addressing the future of the CPA profession, and was named to Accounting Today's 2001, 2002, 2003, 2004, and 2005 Top 100 Most Influential People in the profession.

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