The Organizational Measurement Manual

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Preparing for action on measurement results -- Summary -- 9 Action -- When to take action -- What action to take -- Plan-do-check-act -- Problem-solving -- Maintaining the gain -- Adjusting measurements and targets -- Summary -- 10 Involving People -- One versus many -- Motivation and enthusiasm -- Motivational theory -- Removing fear -- Responsibility -- People-friendly measurements -- People-oriented actions -- Summary -- PARTS LOOKING BEYOND THE BASICS -- 11 International Standards -- Measurement standards -- ISO 14001 -- ISO 9001 -- Award schemes -- Other standards -- Further development -- Summary -- 12 Quality Costs -- What are quality costs? -- Cost models -- Why bother with quality costs? -- Cost analysis -- Results and actions -- Using quality costs with process measurements -- Summary -- Notes -- 13 The Long Term -- Constant measurement -- Should we ever stop measuring? -- New measurements -- Automation and measuring -- External pressures to measure -- Satisfaction with our customers and stakeholders -- Summary -- Note -- Index