Description - The Organizational Measurement Manual by David Wealleans
Managers are often asked to both measure their performance and be customer-focused. This is a step-by-step guide to creating customer-oriented measurements at the working level. It explores the use of general performance measurement as a management tool for control, customer satisfaction and business improvement. It also addresses the procedures for identifying, designing, monitoring and using measurements and how to implement other objectives and initiatives within the organization.
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