Killer Analytics: Top 20 Metrics Missing from Your Balance Sheet -- Copyright -- Contents -- Foreword -- Preface -- Key Questions -- Who This Book Is For -- Downside of Metrics -- How the Book Is Organized -- Super Analytics -- The Intelligent Company -- Acknowledgments -- Introdcution -- Learning from Past Mistakes -- Organizational Cholesterol -- Uses of Predictive Analytics -- Managing Risk and Preparing for Disasters -- Predicting Customer Loyalty -- Suggestive Selling -- Attracting and Keeping Talented Employees -- Targeted Marketing -- Product Differentiation -- Analytics versus Formulas versus Singular Metrics -- Time Perspectives -- Past, Present, and Future -- Analytics Are Superior to Individual Metrics -- Myths and Facts about Analytics -- Analytics Used for Studies versus Ongoing Performance Measurement -- Part One: Operational Analytics -- Chapter 1: The Innovation Index -- What Is Important about Innovation? -- Types of Organizations Where This Metric Is Appropriate -- How Does This Impact Performance? -- Mostly Worthless Innovation Metrics -- Cost and Effort to Measure -- How Do I Measure It? -- Formula and Frequency -- Variations -- Targets and Benchmarks -- Benefits of Data -- Note -- Chapter 2: The Supply Chain Index -- Types of Organizations Where This Metric Is Appropriate -- How Does This Impact Performance? -- Cost and Effort to Measure -- How Do I Measure It? -- Supplier Engagement and Relationships -- Supplier Portfolio -- Supplier Performance -- Supplier Processes -- Formula and Frequency -- Variations -- Targets and Benchmarks -- Benefits of Data -- Chapter 3: The Project Management Index -- Types of Organizations Where This Metric Is Appropriate -- How Does This Impact Performance? -- Cost and Effort to Measure -- How Do I Measure It?.

Process and Churn: Two Additional Metrics to Consider in a Project Management Analytic -- Measuring Process -- Measuring Churn -- Benefits of Measuring Process and Churn -- Measuring Risk on Projects -- Variations -- Formula and Frequency -- Targets and Benchmarks -- Benefits of Data -- Chapter 4: The Enterprise Excellence Index -- Why Trash All These Sacred Cows? -- Types of Organizations Where This Metric Is Appropriate -- How Does This Impact Performance? -- Cost and Effort to Measure -- How Do I Measure It? -- Knowledge Management Metrics -- Lean or Six Sigma Metrics -- Formula and Frequency -- Variations -- Targets and Benchmarks -- Benefits of Data -- Note -- Chapter 5: The Risk Index -- Types of Organizations Where This Metric Is Appropriate -- How Does This Impact Performance? -- Cost and Effort to Measure -- How Do I Measure It? -- Variations -- Formula and Frequency -- Benefits of Data -- Chapter 6: The Opportunity Management Index -- Types of Organizations Where This Metric Is Appropriate -- How Does This Impact Performance? -- Cost and Effort to Measure -- How Do I Measure It? -- Formula and Frequency -- Variations -- Targets and Benchmarks -- Benefits of Data -- Chapter 7: The External Factors Index -- Types of Organizations Where This Metric Is Appropriate -- How Does This Impact Performance? -- Cost and Effort to Measure -- How Do I Measure It? -- Variations -- Formula and Frequency -- Targets and Benchmarks -- Benefits of Data -- Chapter 8: The Sustainability Index -- Types of Organizations Where This Metric Is Appropriate -- How Does This Impact Performance? -- Cost and Effort to Measure -- How Do I Measure It? -- Variations -- Formula and Frequency -- Targets and Benchmarks -- Benefits of Data -- Note -- Part Two: Customer and Stakeholder Analytics -- Chapter 9: The Outcomes Index.

Types of Organizations Where This Metric Is Appropriate -- How Does This Impact Performance? -- Cost and Effort to Measure -- How Do I Measure It? -- Formula and Frequency -- Variations -- Targets and Benchmarks -- Benefits of Data -- Chapter 10: The Customer Engagement Index -- Types of Organizations Where This Metric Is Appropriate -- How Does This Impact Performance? -- Cost and Effort to Measure -- How Do I Measure It? -- Net Promoter Score: The One-Question Survey -- Don't Confuse Loyalty with Satisfaction -- Most Unhappy Customers Don't Complain -- What Factors Should Be Included in a Customer Engagement Index? -- Product and Service Quality -- Share of Wallet and Engagement Level -- Personal Relationships and Politics -- Price of Divorce and Cost of Switching Suppliers -- Quality and Value of Alternatives -- Current Satisfaction Levels -- Variations -- Formula and Frequency -- Benefits of Data -- Note -- Chapter 11: The Social Network Index -- Net Promoter Score: The New and Improved Survey Method -- Types of Organizations Where This Metric Is Appropriate -- How Does This Impact Performance? -- Cost and Effort to Measure -- How Do I Measure It? -- Sorting Out the Beautiful from the Ugly Customers -- Variations -- Targets and Benchmarks -- Benefits of Data -- Notes -- Chapter 12: The Service Excellence Index -- Types of Organizations Where This Metric Is Appropriate -- How Does This Impact Performance? -- Cost and Effort to Measure -- How Do I Measure It? -- Service Quality -- Service Efficiency -- Service Courtesy -- Service Recovery -- Formula and Frequency -- Variations -- Targets and Benchmarks -- Benefits of Data -- Chapter 13: The Customer Rage Index -- Problems with Customer Surveys -- Types of Organizations Where This Metric Is Appropriate -- How Does This Impact Performance? -- Cost and Effort to Measure -- How Do I Measure It?.

Tracking Aggravations at Different Types of Organizations -- Hospital Rage Index -- Advantages and Disadvantages of the Aggravation or Rage Index -- Constructing the Index -- Formula and Frequency -- Variations -- Targets and Benchmarks -- Benefits of Data -- Chapter 14: The American Index -- Types of Organizations Where This Metric Is Appropriate -- How Does This Impact Performance? -- Cost and Effort to Measure -- How Do I Measure It? -- Variations -- Formula and Frequency -- Targets and Benchmarks -- Benefits of Data -- Chapter 15: The Corporate Citizenship Index -- Types of Organizations Where This Metric Is Appropriate -- How Does This Impact Performance? -- Cost and Effort to Measure -- How Do I Measure It? -- Knowledge Metrics -- Perceptions, Values, and Beliefs -- Policies, Procedures, Products, and Programs -- Decisions and Behavior -- Outputs -- Outcomes -- Formula and Frequency -- Variations -- Targets and Benchmarks -- Benefits of Data -- Notes -- Part Three: People Analytics -- Chapter 16: The Human Capital Index -- Types of Organizations Where This Metric Is Appropriate -- How Does This Impact Performance? -- Cost and Effort to Measure -- How Do I Measure It? -- Traits -- Competencies: Knowledge, Skills, and Abilities -- Relationships -- Accomplishments -- Position -- Formula and Frequency -- Variations -- Targets and Benchmarks -- Benefits of Data -- Chapter 17: The Workforce Happiness Index -- What Makes Employees Happy? -- Types of Organizations Where This Metric Is Appropriate -- How Does This Impact Performance? -- A Culture of Weirdness and Fun -- Cost and Effort to Measure -- How Do I Measure It? -- Net Promoter Score -- Using Social Media to Track Employee Happiness -- Formula and Frequency -- Variations -- Targets and Benchmarks -- Benefits of Data -- Note -- Chapter 18: The Culture Index.

Types of Organizations Where This Metric Is Appropriate -- How Does This Impact Performance? -- Pets before Profits: Purina's Corporate Culture -- Cost and Effort to Measure -- How Do I Measure It? -- Variations -- Formula and Frequency -- Targets and Benchmarks -- Benefits of Data -- Note -- Chapter 19: The Distraction Index -- Types of Organizations Where This Metric Is Appropriate -- How Does This Impact Performance? -- Cost and Effort to Measure -- How Do I Measure It? -- Formula and Frequency -- Variations -- Targets and Benchmarks -- Benefits of Data -- Chapter 20: The Corporate Wellness Index -- Types of Organizations Where This Metric Is Appropriate -- How Does This Impact Performance? -- Halfhearted Approaches to Wellness -- What Really Works: Tough Policies -- What Really Works: In-House Health and Wellness Centers -- What Really Works: Hiring the Right People -- Cost and Effort to Measure -- How Do I Measure It? -- Variations -- Formula and Frequency -- Targets and Benchmarks -- Benefits of Data -- Note -- About the Author -- Index.