TY  - BOOK
AU  - Brown,Mark Graham
TI  - Keeping score: using the right metrics to drive world-class performance 
SN  - 9781563273551
PY  - 1996///
CY  - New York
PB  - Productivity Press
KW  - Organizational effectiveness
KW  - Evaluation
KW  - Industrial efficiency
KW  - Customer services
KW  - Job satisfaction
N1  - Includes bibliographical references and index
ER  -