The Corner Office: How Hachette Book Group Measures Success
COO Beth Ford talks about the importance of having the proper metrics in place.
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… The right metrics … vary by function. [They] measure service, quality, cost and efficiency, and tie directly to the overall results of the business. For example, measuring on-time performance and [turnaround] time for orders from our manufacturing partners, our order processing team, our warehouse and our deliveries to retailers allows us to see if we are supporting our customers appropriately and efficiently. These types of measures also help us to see where we might need investment in personnel, infrastructure or technology. In the end, these definitely have an impact on the overall results of the business.
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Peter Beisser
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