Includes bibliographical references (pages 375-377) and index.
A framework for measurement -- Measuring what matters: exchanging value with stakeholders -- Owners come first: exchanging value with owners -- Customers come first: exchanging value with customers -- Employees come first: exchanging value with employees -- Stakeholders come first: the winning exchange of value -- Power tools for management -- Trust matters: the key to organizational change -- Leadership matters: a case study of a manager -- Teamwork matters: the group management questionnaire -- Performance matters: developmental supervision -- Profit matters: the PEI-Genesis story.
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"Measuring What Matters demystifies the use of metrics, cuts through the confusion, and lays out a straightforward yet powerful process that translates organizational vision into measures, and measures into action. Immediately actionable at the team level, independent of outside consultants or company-wide commitment, this dynamic tool kit introduces the notion of balanced stakeholder feedback as it details how to identify a team's key stakeholders, determine what each core group values and expects, and assess how well the team and stakeholders meet each other's expectations."--Jacket.