Includes bibliographical references (p. 219-220) and index.
Contents
Foreword -- Introduction -- Beyond first-generation balanced scorecards -- Analytics: a new way of tracking organizational performance -- The analytics-based scorecard: adding more business intelligence to your metrics -- Customer relationship analytics: meaningful metrics that predict loyalty -- External analytics: quantifying factors that can make or break your business -- People analytics: measuring your most important asset -- Operational analytics: key internal metrics of quality, productivity, timeliness and innovation -- Strategic and financial metrics: measuring what really matters -- Beyond the balanced scorecard: from performance measurement to performance management -- Final thoughts -- Appendix -- References -- Index -- About the author.
