MEASURE WHAT MATTERS TO CUSTOMERS

Performance Measurement explains why traditional metrics of efficiency, developed over 100 years ago for manual workers, are not relevant to the effectiveness of today's knowledge worker. Rather than measure internal metrics that have no relationship to creating customer value, this book emphasizes Key Performance Indicators (KPIs) that measure the success of a business the same way a customer does. The book presents KPIs as testable hypothesis that businesses can use to measure what's important to customers.