Buch, Englisch, 0 Seiten, Format (B × H): 62 mm x 90 mm
Buch, Englisch, 0 Seiten, Format (B × H): 62 mm x 90 mm
ISBN: 978-0-8144-0891-9
Verlag: McGraw-Hill Education Ltd
Autoren/Hrsg.
Fachgebiete
Weitere Infos & Material
"Acknowledgments Introduction The Elusive Search for the Secret of Success Changing the Paradigm A Surprising Truth About Performance Measurement The Purpose of This Book The Transformational Measurement Questionnaire PART ONE THE FUNDAMENTALS Chapter 1: Why Measurement Is So Powerful The Pervasiveness of Measurement The Challenge of Organizational Measurement The Power of Measurement Performance Measurement Promotes Effective Management The Functions of Performance Measurement Chapter 2: When Measurement Goes Bad The Problem of Measurement Dysfunction A Major Cause of Measurement Dysfunction How Rewards Increase the Potential for Measurement Dysfunction Fear Also Induces Measurement Dysfunction Measuring the Wrong Things Measuring ""Looking Good"" Rather Than ""Being Good"" Suboptimization Cheating Measuring Too Much Dysfunctional Measurement and Employees Chapter 3: Why Measurement Goes Bad Motive and Opportunity How People Experience Measurement Employees' Attitudes Toward Measurement at Work The Context of Measurement Confusing Measurement and Evaluation Purpose Disempowerment The ""Motivational"" Use of Measurement Distrust Negative Accountability Resistance to Measurement Opportunity and Motive Revisited The Challenge Ahead Chapter 4: Beginning the Transformation The Transformational Vision How to Realize the Vision: The Four Keys A Roadmap to Success Chapter 5: Creating A Positive Context of Measurement The Context of Measurement The Formal Aspects of the Performance Measurement System The Human Factor The Context of Measurement Continuum A Sure-Fire Indicator of Positive Context of Measurement Change Snapshots from the New Performance Measurement Paradigm The Ongoing Transforming Power of Content Chapter 6: The Focus of Measurement The Importance of Focus Selecting the Right Measures Effectiveness First How Value Is Created and Destroyed Business Models and Strategy Measuring What Matters Most Measuring Intangible Assets High-Leverage Measuring Emergent Measures New Customer Measures Don't Expect Perfection The Next Step Chapter 7: The Integration of Measurement The Importance of Measurement Integration The Dis-Integrated Organization Dis-Integrated Measurement Dis-Integrated Data Strategic Measurement The Balanced Scorecard The Value of Measurement Frameworks Measurement Frameworks and Trade-Offs Developing Measurement Frameworks The Need for a CMO The Next Step Chapter 8: The Interactivity of Measurement The Importance of Interactivity Performance Measurement Should Be Both Interactive and Iterative Data, Information, Knowledge, and Wisdom The Data-to-Wisdom Conversion Process Examples of Interactivity to Generate Wisdom The Performance Measurement Cycle Dialogue: The Key to Measurement Interactivity Assessing an Organization's Measurement Capabilities The Challenge of Interactivity Today The Tendency to View Technology as the Panacea Making Progress PART TWO ADVANCED TOPICS Chapter 9: Measurement Leadership The Importance of Measurement Leadership Why Measurement Leadership Doesn't Happen The Tension Between Intuition and Measurement The Myth of the Intuitive Leader What Happens in the Absence of Measurement Leadership? Routine vs. Transformational Measurement The Challenges of Changing Measurement Leading Transformational Performance Measurement Establishing an Environment Conducive to Change Making the Transformation Happen Measurement Leaders Needed: The Role of Chief Measurement Officer (CMO) Chapter 10: Learning About and from Measurement Transformational Learning The Process of Learning The Learning Loop Transformational Measurement and Double-Loop Learning Organizational Learning Why Smart People Do Dumb Things How Performance Measurement Can Help Learning New Ways of Thinking About Performance Measurement The Keys to Transformational Learning How Well Does Your Organization Learn About and from Measurement? Chapter 11: The Uses and Abuses of Measurement Technology In Search of a Quick Fix and a Technology Breakthrough Technology Infatuation The Human Factor The Proper Role of Technology in Performance Measurement Business and Social Architecture Failure to Address the Social Issues Critical Issues in Adopting Measurement Technology Scorecards and Dashboards Adopting and Implementing Measurement Technology Steps for Successful Technology Investment Chapter 12: Performance Measurement Maturity The Concept of Maturity The Transformation Journey Assessing Transformational Performance Measurement Maturity Levels of Performance Measurement Maturity The Transformational Measurement Maturity Assessment Chapter 13: Transformational Measurement: Now Is the Time to Take Action Defining Transformational Measurement From Exploration to Transformation Traditional vs. Transformational Thinking Taking the Lead in Transformational Measurement The Transformational Lens An Experimental Attitude Is Essential The Challenge of Measuring Intangibles Transformational Measurement of Intangibles Chapter 14: Transformational Measurement Action Plans (TMAPs) 1.Customer Experience 2.Customer Engagement 3.Customer Delight 4.Customer Loyalty 5.Customer Relationship 6.Voice of the Customer 7.Customer Profitability 8.Customer Lifetime Value 9.Service Quality 10.Brand Equity 11.Intellectual Capital 12.Strategic Readiness of Intangibles 13.Innovation Climate 14.Reputation 15.Organizational Trust 16.Partner Relationships 17.Collaboration 18.Productivity 19.Organizational Agility 20.Waste 21.Inventory 22.Total Cost of Ownership 23.Activity-Based Costing 24.Economic Value Added 25.Organizational Intangible Value 26.Project Scheduling 27.Employee Engagement 28.Emotional Intelligence 29.Employee Safety 30.Employee Presenteeism 31.Learning Effectiveness 32.Information Orientation 33.Information Proficiency 34.Knowledge Flow Epilogue: How to Begin Transformational Measurement in Your Organization The Need for Measurement Leadership Notes Bibliography Index"
