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Killer Analytics: Top 20 Metrics Missing from your Balance Sheet (Wiley and SAS Business) [Englisch] [Gebundene Ausgabe]

Mark Graham Brown

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Inhaltsverzeichnis

Foreword xv
 
Preface xix
 
Acknowledgments xxvii
 
Introduction: What Are Predictive Analytics? 1
 
Learning from Past Mistakes 1
 
Organizational Cholesterol 3
 
Uses of Predictive Analytics 3
 
Analytics versus Formulas versus Singular Metrics 8
 
Time Perspectives 10
 
Past, Present, and Future 10
 
Analytics Are Superior to Individual Metrics 11
 
Myths and Facts about Analytics 15
 
Analytics Used for Studies versus Ongoing Performance Measurement 18
 
Part One Operational Analytics 21
 
Chapter 1 The Innovation Index 23
 
What Is Important about Innovation? 24
 
Types of Organizations Where This Metric Is Appropriate 28
 
How Does This Impact Performance? 29
 
Mostly Worthless Innovation Metrics 30
 
Cost and Effort to Measure 31
 
How Do I Measure It? 32
 
Formula and Frequency 35
 
Variations 35
 
Targets and Benchmarks 36
 
Benefits of Data 36
 
Note 37
 
Chapter 2 The Supply Chain Index 39
 
Types of Organizations Where This Metric Is Appropriate 41
 
How Does This Impact Performance? 42
 
Cost and Effort to Measure 42
 
How Do I Measure It? 43
 
Formula and Frequency 47
 
Variations 48
 
Targets and Benchmarks 48
 
Benefits of Data 49
 
Chapter 3 The Project Management Index 51
 
Types of Organizations Where This Metric Is Appropriate 53
 
How Does This Impact Performance? 53
 
Cost and Effort to Measure 54
 
How Do I Measure It? 56
 
Process and Churn: Two Additional Metrics to
 
Consider in a Project Management Analytic 57
 
Measuring Risk on Projects 59
 
Variations 60
 
Formula and Frequency 61
 
Targets and Benchmarks 62
 
Benefits of Data 62
 
Chapter 4 The Enterprise Excellence Index 65
 
Why Trash All These Sacred Cows? 65
 
Types of Organizations Where This Metric Is Appropriate 67
 
How Does This Impact Performance? 68
 
Cost and Effort to Measure 69
 
How Do I Measure It? 70
 
Knowledge Management Metrics 71
 
Lean or Six Sigma Metrics 74
 
Formula and Frequency 75
 
Variations 77
 
Targets and Benchmarks 77
 
Benefits of Data 77
 
Note 78
 
Chapter 5 The Risk Index 79
 
Types of Organizations Where This Metric Is Appropriate 80
 
How Does This Impact Performance? 80
 
Cost and Effort to Measure 81
 
How Do I Measure It? 82
 
Variations 88
 
Formula and Frequency 89
 
Benefits of Data 89
 
Chapter 6 The Opportunity Management Index 91
 
Types of Organizations Where This Metric Is Appropriate 92
 
How Does This Impact Performance? 93
 
Cost and Effort to Measure 95
 
How Do I Measure It? 95
 
Formula and Frequency 99
 
Variations 99
 
Targets and Benchmarks 100
 
Benefits of Data 100
 
Chapter 7 The External Factors Index 103
 
Types of Organizations Where This Metric Is Appropriate 105
 
How Does This Impact Performance? 106
 
Cost and Effort to Measure 107
 
How Do I Measure It? 107
 
Variations 109
 
Formula and Frequency 109
 
Targets and Benchmarks 110
 
Benefits of Data 110
 
Chapter 8 The Sustainability Index 113
 
Types of Organizations Where This Metric Is Appropriate 114
 
How Does This Impact Performance? 115
 
Cost and Effort to Measure 115
 
How Do I Measure It? 116
 
Variations 118
 
Formula and Frequency 120
 
Targets and Benchmarks 121
 
Benefits of Data 121
 
Note 121
 
Part Two Customer and Stakeholder Analytics 123
 
Chapter 9 The Outcomes Index 125
 
Types of Organizations Where This Metric Is
 
Appropriate 127
 
How Does This Impact Performance? 128
 
Cost and Effort to Measure 129
 
How Do I Measure It? 129
 
Formula and Frequency 131
 
Variations 132
 
Targets and Benchmarks 132
 
Benefits of Data 133
 
Chapter 10 The Customer Engagement Index 135
 
Types of Organizations Where This Metric Is Appropriate 136
 
How Does This Impact Performance? 137
 
Cost and Effort to Measure 138
 
How Do I Measure It? 139
 
What Factors Should Be Included in a Customer
 
Engagement Index? 141
 
Variations 146
 
Formula and Frequency 147
 
Benefits of Data 147
 
Note 147
 
Chapter 11 The Social Network Index 149
 
Net Promoter Score: The New and Improved Survey Method 151
 
Types of Organizations Where This Metric Is Appropriate 151
 
How Does This Impact Performance? 153
 
Cost and Effort to Measure 155
 
How Do I Measure It? 156
 
Sorting Out the Beautiful from the Ugly Customers 157
 
Variations 160
 
Targets and Benchmarks 160
 
Benefits of Data 161
 
Notes 161
 
Chapter 12 The Service Excellence Index 163
 
Types of Organizations Where This Metric Is Appropriate 164
 
How Does This Impact Performance? 165
 
Cost and Effort to Measure 165
 
How Do I Measure It? 166
 
Formula and Frequency 172
 
Variations 173
 
Targets and Benchmarks 173
 
Benefits of Data 174
 
Chapter 13 The Customer Rage Index 175
 
Problems with Customer Surveys 177
 
Types of Organizations Where This Metric Is Appropriate 178
 
How Does This Impact Performance? 179
 
Cost and Effort to Measure 180
 
How Do I Measure It? 181
 
Tracking Aggravations at Different Types of Organizations 181
 
Hospital Rage Index 182
 
Advantages and Disadvantages of the Aggravation or Rage Index 183
 
Constructing the Index 183
 
Formula and Frequency 184
 
Variations 185
 
Targets and Benchmarks 185
 
Benefits of Data 185
 
Chapter 14 The American Index 187
 
Types of Organizations Where This Metric Is Appropriate 189
 
How Does This Impact Performance? 189
 
Cost and Effort to Measure 190
 
How Do I Measure It? 191
 
Variations 191
 
Formula and Frequency 192
 
Targets and Benchmarks 193
 
Benefits of Data 193
 
Chapter 15 The Corporate Citizenship Index 195
 
Types of Organizations Where This Metric Is Appropriate 197
 
How Does This Impact Performance? 198
 
Cost and Effort to Measure 199
 
How Do I Measure It? 199
 
Formula and Frequency 204
 
Variations 205
 
Targets and Benchmarks 205
 
Benefits of Data 205
 
Notes 206
 
Part Three People Analytics 207
 
Chapter 16 The Human Capital Index 209
 
Types of Organizations Where This Metric Is Appropriate 211
 
How Does This Impact Performance? 212
 
Cost and Effort to Measure 214
 
How Do I Measure It? 215
 
Formula and Frequency 221
 
Variations 222
 
Targets and Benchmarks 223
 
Benefits of Data 223
 
Chapter 17 The Workforce Happiness Index 225
 
What Makes Employees Happy? 226
 
Types of Organizations Where This Metric Is Appropriate 227
 
How Does This Impact Performance? 228
 
A Culture of Weirdness and Fun 230
 
Cost and Effort to Measure 231
 
How Do I Measure It? 231
 
Net Promoter Score 233
 
Using Social Media to Track Employee Happiness 234
 
Formula and Frequency 235
 
Variations 236
 
Targets and Benchmarks 237
 
Benefits of Data 237
 
Note 238
 
Chapter 18 The Culture Index 239
 
Types of Organizations Where This Metric Is Appropriate 240
 
How Does This Impact Performance? 243
 
Pets before Profits: Purina's Corporate Culture 244
 
Cost and Effort to Measure 245
 
How Do I Measure It? 245
 
Variations 248
 
Formula and Frequency 249
 
Targets and Benchmarks 250
 
Benefits of Data 250
 
Note 251
 
Chapter 19 The Distraction Index 253
 
Types of Organizations Where This Metric Is Appropriate 254
 
How Does This Impact Performance? 255
 
Cost and Effort to Measure 256
 
How Do I Measure It? 257
 
Formula and Frequency 258
 
Variations 258
 
Targets and Benchmarks 259
 
Benefits of Data 259
 
Chapter 20 The Corporate Wellness Index 261
 
Types of Organizations Where This Metric Is Appropriate 263
 
How Does This Impact Performance? 264
 
Halfhearted Approaches to Wellness 265
 
What Really Works: Tough Policies 265
 
What Really Works: In-House Health and Wellness Centers 266
 
What Really Works: Hiring the Right People 267
 
Cost and Effort to Measure 268
 
How Do I Measure It? 269
 
Variations 273
 
Formula and Frequency 274
 
Targets and Benchmarks 274
 
Benefits of Data 275
 
Note 275
 
About the Author 277
 
Inde...

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