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Metrics_ How to Improve Key Bus - Martin Klubeck
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文档概述
Metrics are a hot topic. Executive leadership, boards of directors, management, and customers are all asking for data-based decisions. As a result, many managers, professionals, and change agents are ...
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About the Author
About the Technical Reviewer
Acknowledgments
Metrics: The Basics, An Introduction
Chapter 1: Establishing a Common Language: Data, and Measures, and
Chapter 2: Designing Metrics: The How
Chapter 3: Planning a Good Metric: Where to Begin
Chapter 4: Using Metrics as Indicators
Chapter 5: Using the Answer Key: A Shortcut
Chapter 6: Start with Effectiveness
Chapter 7: Triangulation: Essential to Creating Effective Metrics
Chapter 8: Expectations: How to View Metrics in a Meaningful Way
Chapter 9: Creating and Interpreting the Metrics Report Card
Chapter 10: Final Product: The Metrics Report Card
Chapter 11: Advanced Metrics
Chapter 12: Creating the Service Catalog: How to Enhance the Report Card
Chapter 13: Establishing Standards and Benchmarks
Chapter 14: Respecting the Power of Metrics
Chapter 15: Avoiding the Research Trap
Chapter 16: Embracing Your Organization's Uniqueness
Appendix: Tools and Resources
Index
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