Measurements, Metrics and the Value-Driven Operations Management System

Metrics are often overlooked and their value underestimated by most managers. However, we are now starting to appreciate the value of measurement. We cannot have progress without measurement; we cannot hope to deliver superior value without having metrics to tell us what we are doing wrong, what we are doing right, and where to focus our attention for improvement. Metrics, in turn, emphasize the role of information.

Information is a strategic asset and critical to our efforts to eliminate waste and enhance value. In "Measurements, Metrics, and the Value-Driven Operations Management System," Steve Melnyk explains what metrics are and how to use metrics. He also gives the reader a look at metrics within the broader corporate system of customer service.