Measuring What Matters : Simplified Tools for Aligning Teams and Their Stakeholders

by Napier, Rodney; Mcdaniel, Rich

• ISBN13: 9780891062110
• ISBN10: 0891062114
• Format: Hardcover
• Copyright: 2006-02-06
• Publisher: Consortium Book Sales & Dist

Summary

Following a fictional bookstore's distribution center through the process, the book offers a rare combination of solid theory and dozens of field-tested diagnostic tools, care study dialogue and reproducible exercises and worksheets to measure the collaborative give and take, the exchange value between work teams and the core stakeholders: customers, employers and owners.

Author Biography

Rod Napier currently teaches in the graduate program of organizational dynamics at the University of Pennsylvania.

Table of Contents

List of Exercises	viii
Preface	ix
Acknowledgments	xv
About the Authors	xvii
Part One: A Framework for Measurement
1 Measuring What Matters Exchanging Value with Stakeholders	3	(24)
2 Owners Come First Exchanging Value with Owners	27	(52)
3 Customers Come First Exchanging Value with Customers	79	(50)
4 Employees Come First Exchanging Value with Employees	129	(42)
5 Stakeholders Come First The Winning Exchange of Value	171	(16)
Part Two: Power Tools for Management
6 Trust Matters The Key to Organizational Change	187	(26)
7 Leadership Matters A Case Study of a Manager	213	(48)
8 Teamwork Matters The Group Management Questionnaire	261	(46)
9 Performance Matters Developmental Supervision	307	(38)
10 Profit Matters The PEI-Genesis Story	345	(16)
Appendix	361	(14)
Notes	375	(4)
Index	379