内容简介
Now updated with new research and even more intuitiveexplanations, a demystifying explanation of how managers can informthemselves to make less risky, more profitable business decisionsThis insightful and eloquent book will show you how to measurethose things in your own business that, until now, you may haveconsidered "immeasurable," including customer satisfaction,organizational flexibility, technology risk, and technology ROI.Adds even more intuitive explanations of powerful measurementmethods and shows how they can be applied to areas such as riskmanagement and customer satisfaction Continues to boldly assertthat any perception of "immeasurability" is based on certainpopular misconceptions about measurement and measurement methodsShows the common reasoning for calling something immeasurable, andsets out to correct those ideas Offers practical methods formeasuring a variety of "intangibles" Adds recent research,especially in regards to methods that seem like measurement, butare in fact a kind of "placebo effect" for management - andexplains how to tell effective methods from management mythologyWritten by recognized expert Douglas Hubbard-creator of AppliedInformation Economics-"How to Measure Anything, Second Edition"illustrates how the author has used his approach across variousindustries and how any problem, no matter how difficult, illdefined, or uncertain can lend itself to measurement using provenmethods.