Description: Breakthrough measurement techniques for achieving breakthrough business results! Measuring "all" the relationships that matter: with customers, investors, employees, suppliers, alliances, regulators, and communities! Next-generation performance measurement: "beyond the balanced scorecard!" Detailed case study: how DHL has succeeded with the Performance Prism. You can't improve what you don't measure -- and most companies only measure a small fraction of what really matters. In the coming years, companies will no longer be able to prosper by focusing only on the needs and wants of one or two stakeholders -- even critical stakeholders like customers and investors. "The Performance Prism" introduces a powerful, practical "scorecard" framework for measuring "all" important relationships: with customers, investors, employees, suppliers, alliances, regulators, "and" communities. The authors show how the Performance Prism can be used to identify the most important metrics for your key stakeholders, offering specific recommendations and measurements that can be used to jumpstart your implementation. A start-to-finish case study shows how DHL has used the Performance Prism to achieve breakthrough results.

Andy Neely is Professor of Operations Strategy and Performance at Cranfield School of Management, and director of the Centre for Business Performance there. His numerous research and consulting projects include Accenture-sponsored projects to explore the application of second-generation measurement frameworks such as the Performance Prism. His books include "Measuring Business Performance," published by "The Economist." Chris Adams is a consultant for Accenture. Mike Kennerley is aResearch Fellow at the Centre for Business Performance, Cranfield School of Management. He has been working in the field of Performance Measurement since 1993.

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