Customer Reviews

Operational Performance Measurement: Increasing Total Productivity

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This book is a long-overdue breakthrough in performance measurement for management teams.Using cross-functional processes as a familiar framework, Kaydos has developed a practical, inte-grated strategy for measuring performance in order to IMPROVE the score, not just to KNOW the score.He insists on rigor and discipline, while taking the reader through this minefield with simple language and clear examples.

Will Kaydos has laid out a remarkably lucid picture of what it means to effectively apply quality management practices to the mission critical processes in your business production departments. Sales & Marketing operations are quality's last virgin frontier. They are demonstrably the most highly fertile and leverageable grounds for gaining tremendous productivity improvements in top line sales revenue production, sales forecast predictability, and long term customer satisfaction. For products, quality in Manufacturing/Engineering has totally changed the competitive level of play now required by the marketplace. Quality principles are about to do the same for your company's Sales & Marketing business processes. Kaydos gives proven examples for properly applying sales operating performance measurement and feedback systems. "Operational Performance Measurement: Increasing Total Productivity" is an indispensable guidebook to forge your team's revenue/customer production sales performance consciousness and continuous improvement operating mindset.

I find it amazing how many managers work 10 hour days without ever taking the time to implement sound performance measurements. The problem is, if the organization is making money, they keep doing what they did yesterday. Will Kaydos provides a methodology of how to put performance measurements in place. Financial measurements alone are not enough to build a best practices company. Read this book and build a baseline of measurements. Don't worry if they are not perfect, just start measuring! The improvements in your measurements will follow.

Will Kaydos did actually a very good work. This book addresses to top management officers who wish to change to a more customer orientated approach and implement Performance Measurement in every aspect of their business. Well structured and easy to read with significant information on effective management. There are no equations or weird stuff in this book, because the author wishes to explain the core of this subject: how to implement performance measurement everywhere. This is a great book for industrial engineers, CEO's, Sales Managers, HR managers, Quality assurance officers and anyone involving with performance.

This is one of a handful of books on performance metrics I recommend to peers and clients. The author starts with one of the most cogent set of reasons for measuring performance that I've read. These reasons are compelling, reinforced with realistic examples, and clearly articulated. He then briefly discusses the art and science of measurement, and associated standards, techniques and methods. I especially liked his "Measuring the Unmeasurable" advice, which knocks down mental barriers and shows how you can, indeed, measure indicators that you may think are unmeasurable.

The approach he sets out is systematic and encompasses performance measurement in not only manufacturing, but in services and sales. In fact, Appendix C, "Implementing a Formal Selling Process", shows just how wide the scope of this book is. I've worked in technical pre-sales support and was thoroughly impressed with his approach.

Among the aspects of this book I especially like are the techniques he explains, the way you are lead through the development of an effective measurement system by identifying what to measure, implementing the system, analysis and interpretation, and actionable use of performance measures. Moreover, the way the author knits together a system based on multiple perspectives, taking into account strategic, customer, departmental and company-wide views is insightful. I also like the chapter on ensuring measures are showing an accurate picture, and the benchmarking information in Appendix A, "What Some Leading Companies are Measuring".

In my opinion this is a "must-have" book for anyone involved in operations, process improvement, or who has P&L responsibilities and wants to manage by fact - the right facts.

The book features procedures for identifying what to measure and specific steps readers can take to determine what to measure. It's a useful guide for figuring out what to measure for a specific organizational need, but requires some knowledge of measurement terminology. While I found it a useful guide as a performance and scorecard consultant, some of my clients found it a bit daunting. Good models and examples throughout.

A terrific business improvement reference applicable to a wide range of business and their operations. Consultants and managers will especially value Kaydos' insights into the role of metrics in supporting culture change. The case studies are well chosen with clearly presented implementation examples and informative detail.

"Operational Performance Measurement" is a must read if you are committed to improving your business or the business of your clients.

Overall, the book is thorough, informative and an enjoyable read. It walked me through the process of defining, justifying, designing, implementing and analyzing results for performance measurement systems. Numerous real world examples showed how the general principles are converted into specific practice. Pitfalls were described to prevent costly misapplication of the techniques. The book is written strictly from a results-oriented perspective, which appealed to me as a manager and a user.

This book is vastly superior to any other I have read on the subject of measurements. One gets the impression that Will Kaydos definitely knows whereof he speaks. Early in the book, Kaydos provides a measurement model that is applicable to any kind of process and at any level - organisational, process, functional or individual. Several realistic examples permeate the book and two detailed case studies in the appendices add immensely to the value the reader can derive from it.

Will Kaydos speaks to the reader as manager-to-manager. He blends just enough theory with sound advice and actual cases to clarify a very complex subject. "Operational Performance Measurement: Increasing Total Productivity" is a practical handbook for the manager who wants to achieve real world results. I recommend it highly.