Cover -- Half Title -- Title -- Copyright -- Contents -- List of Figures and Tables -- Preface -- PART 1 THE CONCEPT OF MEASUREMENT -- 1 Introduction and Purpose of Measurement -- Background to measurement -- Performance measurement -- Why do we measure? -- Common measures used -- Corporate versus process measurement -- Management commitment -- Customer-supplier relationships -- Summary -- Note -- 2 Corporate Measurement -- Measurement at the top level -- Uses of measurements -- Examples -- Benefits of measurements -- Best approach to measurements -- Performance incentives -- Relationship of performance to process measurements -- Summary -- 3 Process Measurement -- Measurement at the process level -- Uses and benefits of process measurement -- Drawbacks of process measurement -- Examples -- Best approach -- Relationship of process to strategic measurements -- Summary -- PART 2 ESTABLISHING A PROCESS MEASUREMENT PROGRAMME -- 4 Customer-centred Measurement -- The need to concentrate on customers -- Selecting the process -- Process purpose -- Serving customers -- Deliverables -- Identifying customer expectations -- Reconciling conflicts -- Summary -- 5 Identifying the Process Measurement -- Output measurements -- Subsidiary measurements -- Quantification -- Measurement criteria -- Summary -- 6 Targets and Objectives -- Why have targets? -- Constructive purpose of target-setting -- Single and dual limits -- Setting target levels -- Stretch and comfortable targets -- Target development -- Action limits -- Summary -- 7 Tracking and Recording -- Collecting data -- Sources -- Frequency of recording -- Responsibility for data collection and reporting -- Reporting method and style -- Charts -- Communication and display -- Summary -- 8 Interpretation -- Do we need to interpret? -- Avoiding argument -- How to interpret measurements -- Some aids to analysis