Winning Score: How to Design and Implement Winning Scorecards

While business ""scoring"" systems have been in use for the past 20 years, the methods for measuring an organization's performance have changed. Most current measures, for example, rely on indices other than just customer satisfaction. In this solid, if dry and technical, book, Brown suggests new ways business managers can use scoring systems to help them achieve long-term goals. Observing that many companies still spend time constructing elaborate scoring systems that are not used for making changes in the company's operations, he argues that a better approach would be for companies to measure what matters, rather than collecting data that offers no insight into the company's long term strategy. To use scoring models effectively, he emphasizes, companies first need to have specific corporate goals. Although Brown provides checklists, interview questions and other useful tools, including several case studies, to help managers articulate these goals, this material may be intimidating for managers who aren't versed in business scoring. However, those already using these systems will appreciate Brown's sound advice. (Aug.)