Prerequisite(s): 3813, 4413 or equivalents. Strategies and methods to define, measure, and apply individual, group- and organizational-level performance metrics in a variety of service and production contexts. Implementation and effective use of metrics. Measurement's role in a management system, managerial decision styles and preferences, operational definitions of performance, processes for identifying and applying metrics, performance measurement tools and techniques, data collection, portrayal of quantitative and qualitative information, and the role of computer technology in measurement system application.

Instructor: Dr. Terry Collins
Dates:  August 18 - December 5
Add/Drop Dates

Gostick, and Elton. The Carrot Principle. Free Press, 2007

      ISBN: 9780743290098

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Collins, Jim. Good to GREAT. HarperCollins Publishers

      ISBN: 9780066620992

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Kaydos, Will.  Operational Performance Measurement. CRC Press
     ISBN:  9781574440997
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