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Measuring What Matters: Simplified Tools for Aligning Teams and Their Stakeholders. 2006. Rod Napier and Rich McDaniel. Mountain View, CA: Davies-Black Publishing. 386 pages.
Napier and McDaniel present a methodology that brings out the views and issues of core customers, employees, and owners. Part 1 provides a framework for measurement by illustrating each group as a circle of a Venn diagram whereby each group gets enough of what they value at the area of overlap to remain loyal. Part 2 addresses five key areas that matter: trust, leadership, teamwork, performance. and profit.
A compelling story illustrating the concepts presented in Part 1 involves the work of a fictional college bookstore supervisor who revitalizes the organization by following the guidelines offered by the authors. It probably reflects McDaniel's insights into this business, since he serves as vice president of Campus and Business Services at Cornell University and is a past president of the National Association of College Stores. The wellwritten story breaks up the tedious explanation of what the customer, employees, and owner...