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Title: Effective Measurement Of Business Performance
Author: Philip Stein
Source: 2000 Measurement Science Conference
Year Published: 2000
Abstract: In this paper, we introduce some of the technical measurement tools that have long served the scientific community, and show that they apply equally well to measurements of non-financial business performance. Many recent trends in business have pointed towards using non-financial measurements as well as the more traditional accounting measures to assess, report, and drive business success. The Criteria for Excellence of the Malcolm Baldrige National Quality Award have always stressed customer satisfaction, process excellence, employee satisfaction and other leading metrics that can predict future performance rather than just memorialize past accomplishments.

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