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Title: Keeping Score: Using the Right Metrics to Drive World-Class Performance by Mark Graham Brown ISBN: 0814403271 Publisher: Productivity Inc. Pub. Date: May, 1996 Format: Hardcover Volumes: 1 List Price(USD): $29.95 |
Average Customer Rating: 4.12
Rating: 3
Summary: Substantially Unsubstantial
Comment: Substantially Unsubstantial
Keeping Score is a good high-level review of the importance of metrics in strategy-driven organizations. Brown employs Kaplan & Norton's balanced scorecard methodology to illustrate the relationship between measurement and strategy. He doesn't really deliver much more than you would find in Kaplan & Norton's classic Balanced Scorecard book. I would like to have seen more suggested metrics around the various "themes": financial performance, customer satisfaction, product/service quality, process and operation performance, supplier performance, and employee satisfaction. I know macro- and micro-metrics are organization-specific; however, there are "generic" financial and satisfaction metrics he could offer. The Measurement System Self-Assessment 50 -item survey illustrated in the book is a great resource. It can easily be customized, automated and administered to stakeholders responsible for developing measurement systems. I applaud Brown for consistently reinforcing the formative rather than purely summative evaluation model. That is, any measurement system must contain historical (lagging), current, and forecasting (leading) measures. Those systems that are driven by summative data (i.e., historical) do not serve the real purpose of a measurement system, which is to allow stakeholders to make well-informed and better business decisions. Oftentimes, Brown downplays the complexity of developing and implementing a measurement system. He makes statements such as "Measurement is easy" and "Designing your own new and improved measurement system may not be a much work as you think..." These kinds of statements are worrisome and misleading because developing a robust measurement system aligned with organizational strategy is no simple feat. Nor, should it be. One extremely important area that is only slightly addressed is that of system maintenance and integrating the system into business processes. Once a measurement system has been established clear guidelines should be established as to how the data will be employed and used to make decisions. A truly strategic organization will incorporate the measurement system into the daily operations of the organization.
Rating: 5
Summary: "Keeping Score" Right On Target
Comment: I ordered Mark Graham Brown's "Keeping Score" just as I got involved with a Balanced Scorecard implementation. As we worked through the process of designing our internal scorecard I found this slim volume (<200 pages) an invaluable aid. From the introduction through to the last chapter, I found this book full of practical ideas and advice. For instance, one of my personal pet peeves is the short shrift most larger companies give to the value of their people. In chapter 10: "Measuring Employee Satisfaction", Mr. Brown addresses topics such as the short-sightedness of improving profits through downsizing and how a balanced scorecard can help underline this mistake. He ends the book with a practical 10 item list "The Key To Successful Plans". After all the theory, I was glad to have a roadmap handy. I'd recommend this book to anybody who is contemplating a new scorecard, or rehabbing an existing one.
Rating: 2
Summary: Where's the beef?
Comment: I am bought into the philosophy that the ability to effectively measure operational performance is key to achieving excellence. Unfortunately, this book provides little useful information. This is one of those 'advocacy supersedes real content' books.
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Title: The Basics of Performance Measurement by Jerry L. Harbour ISBN: 0527763284 Publisher: Productivity Inc. Pub. Date: April, 1997 List Price(USD): $9.95 |
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Title: Winning Score : How to Design and Implement Organizational Scorecards by Mark Graham Brown ISBN: 1563272237 Publisher: Productivity Press Pub. Date: September, 2000 List Price(USD): $32.95 |
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Title: Measuring Performance : Using the new metrics to deploy strategy and improve performance by Bob Frost, Dr. Bob Frost ISBN: 0970247117 Publisher: Measurement International Pub. Date: 15 December, 2000 List Price(USD): $9.00 |
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Title: Balanced Scorecard Step-by-Step: Maximizing Performance and Maintaining Results by Paul R. Niven ISBN: 0471078727 Publisher: John Wiley & Sons Pub. Date: 15 March, 2002 List Price(USD): $45.00 |
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Title: Operational Performance Measurement: Increasing Total Productivity by Will Kaydos ISBN: 1574440993 Publisher: Saint Lucie Press Pub. Date: 31 August, 1998 List Price(USD): $49.95 |
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