Measure What Matters to Customers explains why traditional metrics of efficiency, developed over 100 years ago for manual workers, are not relevant to the effectiveness of todays 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 whats important to customers.
Book Details:
- Author: Ronald J. Baker
- ISBN: 9780470056271
- Year Published: 2006
- Pages: 188
- BISAC: BUS001040, BUSINESS & ECONOMICS/Accounting / Managerial
About the Book and Topic:
Measure What Matters to Customers explains why traditional metrics of efficiency, developed over 100 years ago for manual workers, are not relevant to the effectiveness of todays 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 whats important to customers.
Businesses exist to create wealth. Too many companies measure only internal metrics that have no meaning or value to customers. A companys internal measurements should give it a competitive advantage in the marketplace. A companys management should measure its success the same way as the customers do it. There needs to be measurement that shows you how to develop measures that matter to your customers, thereby giving the company a competitive advantage in the marketplace.
While balanced scorecard measures the internal operations of a company, this book analyzes metrics from the external perspective of the customer. Explains why todays workers are knowledge workers and not service workers, and why that difference is critical to the future of your business Focus on the new tectonic shift taking place in the economy- the transition from manual and service workers to knowledge workers Shows how- what you measure effects the value you provide to your customers, and how it gives your company a competitive advantage in the marketplace Shows how to increase the effectiveness of knowledge workers Explains why the traditional metrics for efficiency over a century old are no long relevant to measuring the effectiveness of knowledge workers Shows how to ascertain and test the Critical Success Factors and Key Performance Indicators for a company
About the Author
Ronald J. Baker, CPA (Corte Madera, CA) is the author of the best selling marketing book, Professionals Guide to Value Pricing 6E, (CCH) and Firm of the Future (Wiley). 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 teaches for various State CPA Societies, AICPA, international bodies and other professional organizations. He has been appointed to the AICPA’s Group of One Hundred, a think tank of leaders to address the future of the CPA profession, and named on Accounting Today’s 2001, 2002 and 2003 Top 100 Most Influential People in the profession. He is also author of Burying the Billable Hour, Trashing the Timesheet and You Are Your Customer List (published by the ACCA in the UK