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Key PerformanceIndicatorsKey PerformanceIndicatorsDeveloping, Implementing, and Using Winning KPIsDAV I DPARMENTERJohn Wiley & Sons, book is printed on acid-free 2007 by John Wiley & Sons, Inc. All rights by John Wiley & Sons, Inc., Hoboken, New JerseyPublished simultaneously in CanadaNo part of this publication may be reproduced, stored in a retrieval system, or transmitted in any form or by any means, electronic, mechanical,photocopying, recording, scanning, or otherwise, except as permitted underSection 107 or 108 of the 1976 United States Copyright Act, without either the prior written permission of the Publisher, or authorization through payment of the appropriate per-copy fee to the Copyright Clearance Center,Inc.

CONTENTS Preface ix Acknowledgments xv Chapter 1 Introduction 1 Key Result Indicators 2 Key Performance Indicators 3 Management Models That Have a Profound

  Performance, Indicator, Key performance indicators