Metrics 2.0 : creating scorecards for high-performance teams and organizations - HUWE (Santa Barbara, Calif. : : Praeger, 2010)
The book offers a background primer on statistics and researhc methods, outlining the basic of metrics such as attributes, scope of measures, and levels of analysis to help managers understand what should go into the scorecard and why. Key techniques for using scorecards and showcased and step by step guidance on creating metric scorecards for teams, departments, and entire organizations is provided, including specialized situations such as customer service measurement or monitoring off-site performance.
Keywords: Benchmarking (Management); Organizational effectiveness -- Measurement; Performance -- Measurement; Total quality management