Contents
Introduction: What Are Predictive Analytics?
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
Chapter 2: The Supply Chain Index
Types of Organizations Where This Metric Is Appropriate
How Does This Impact Performance?
Chapter 3: The Project Management Index
Types of Organizations Where This Metric Is Appropriate
How Does This Impact Performance?
Process and Churn: Two Additional Metrics to Consider in a Project Management Analytic
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?
Types of Organizations Where This Metric Is Appropriate
How Does This Impact Performance?
Chapter 6: The Opportunity Management Index
Types of Organizations Where This Metric Is Appropriate
How Does This Impact Performance?
Chapter 7: The External Factors Index
Types of Organizations Where This Metric Is Appropriate
How Does This Impact Performance?
Chapter 8: The Sustainability Index
Types of Organizations Where This Metric Is Appropriate
How Does This Impact Performance?
Part Two: Customer and Stakeholder Analytics
Types of Organizations Where This Metric Is Appropriate
How Does This Impact Performance?
Chapter 10: The Customer Engagement Index
Types of Organizations Where This Metric Is Appropriate
How Does This Impact Performance?
What Factors Should Be Included in a Customer Engagement Index?
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?
Sorting Out the Beautiful from the Ugly Customers
Chapter 12: The Service Excellence Index
Types of Organizations Where This Metric Is Appropriate
How Does This Impact Performance?
Chapter 13: The Customer Rage Index
Problems with Customer Surveys
Types of Organizations Where This Metric Is Appropriate
How Does This Impact Performance?
Tracking Aggravations at Different Types of Organizations
Advantages and Disadvantages of the Aggravation or Rage Index
Chapter 14: The American Index
Types of Organizations Where This Metric Is Appropriate
How Does This Impact Performance?
Chapter 15: The Corporate Citizenship Index
Types of Organizations Where This Metric Is Appropriate
How Does This Impact Performance?
Chapter 16: The Human Capital Index
Types of Organizations Where This Metric Is Appropriate
How Does This Impact Performance?
Chapter 17: The Workforce Happiness Index
Types of Organizations Where This Metric Is Appropriate
How Does This Impact Performance?
A Culture of Weirdness and Fun
Using Social Media to Track Employee Happiness
Types of Organizations Where This Metric Is Appropriate
How Does This Impact Performance?
Pets before Profits: Purina’s Corporate Culture
Chapter 19: The Distraction Index
Types of Organizations Where This Metric Is Appropriate
How Does This Impact Performance?
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