Keeping Score ensures that you look at the right metrics. The author contends that metrics must focus on the past, present, and future and be based on the needs of the customers, shareholders, and employees. Measuring everything is more damaging than measuring nothing - pinpointing the vital measures is the key to success. Integrating the "balancing scorecard" concept with a Baldrige approach, Keeping Score will show you how to-Evaluate your current approach to measurementPinpoint incorrect performance measurementsSelect the right financial metricsMeasure customer satisfaction and valueMeasure quality of products and services before they reach customersPerform process measurementTrack supplier performanceMeasure employee satisfactionRedesign metrics and systems used to collect and report data | Keeping Score by Mark Graham Brown, Paperback | Indigo Chapters