Measure What Matters to Customers: Using Key Predictive Indicators (KPIs)客户方面测量：使用关键推测性指数 fb2 pdf azw3 网盘 rtf 免费 下载 txt

　　Measure What Matters to Customers reveals how to capitalize on Key Predictive Indicators （KPIs）, the innovative measures that define the success of your enterprise as your customers do. If you want to increase your company's profits by working smarter, this is the book for you.

Foreword Ⅺ

Preface ⅩⅢ

Acknowledgments ⅩⅦ

About theAuthor ⅩⅪ

1 The Canary in the Coal Mine

2 The Economy of Mind

3 The Old Business Equation

4 The New Business Equation

5 Pantometrists: Counting for the Sake of Counting

6 The Gospel of Efficiency

7 All Learning Starts with Theory

8 Constructing a Theory

9 Pantometry versus Theory

10 Measures that Matter

11 Developing KPIs forYour Company

12 Increasing Knowledge Worker Effectiveness

13 Managing by Results versus Managing by Means

14 Human Capital, Not Cattle

15 The Moral Hazards of Measurements

16 The Dreamers versus the Pantometrists

Bibliography

Suggested Reading

Index

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作者简介

　　RONALD J. BAKER, CPA, is the author of The Firm of the Future and Pricing on Purpose, both from Wiley, and Professional's Guide to Value Pricing, Sixth Edition. He is founder of VeraSage Institute, a think tank dedicated to teaching value pricing to professionals around the world. Baker is a frequent speaker and consultant to professional service firms on implementing Total Quality Service and Value Pricing. He has been appointed to the AICPA's Group of One Hundred, a think tank of leaders addressing the future of the CPA profession, and was named to Accounting Today's 2001, 2002, 2003, 2004, and 2005 Top 100 Most Influential People in the profession.

书籍介绍

Measure What Matters to Customers reveals how to capitalize on Key Predictive Indicators (KPIs), the innovative measures that define the success of your enterprise as your customers do. If you want to increase your company's profits by working smarter, this is the book for you.