Rethinking performance measurement : beyond the balanced scorecard / Marshall W. Meyer.

Format:

Book

Author/Creator:

Meyer, Marshall W.

Language:

English

Subjects (All):

Organizational effectiveness--Measurement.

Organizational effectiveness.

Performance--Measurement.

Performance.

Total quality management.

Physical Description:

xiv, 202 pages : illustrations ; 24 cm

Place of Publication:

Cambridge, UK ; New York : Cambridge University Press, 2002.

Summary:

Performance measurement remains a vexing problem for business firms and other kinds of organizations. This book explains why: the performance we want to measure (long-term cash flows, long-term viability) and the performance we can measure (current cash flows, customer satisfaction, etc.) are not the same. The "balanced scorecard," which has been widely adopted by US firms, does not solve these underlying problems of performance measurement, and may exacerbate them because it provides no guidance on how to combine dissimilar measures into an overall appraisal of performance. A measurement technique called activity-based profitability analysis (ABPA) is suggested as a partial solution, especially to the problem of combining dissimilar measures. ABPA estimates the revenue consequences of each activity performed for the customer, allowing firms to compare revenues with costs for these activities and hence to discriminate between activities that are ultimately profitable and those that are not.

Contents:

1 Why are performance measures so bad? 19

2 The running down of performance measures 51

3 In search of balance 81

4 From cost drivers to revenue drivers 113

5 Learning from ABPA 145

6 Managing and strategizing with ABPA 168.

Notes:

Includes bibliographical references (pages 187-197) and index.

ISBN:

0521812437

OCLC:

50285353

Online:

Publisher description