Index
Accomplishments of employees, human capital index and
Accuracy of customer representatives, service excellence measurement and
Administrative activities, distraction index and
Air Products and Chemicals
Alcoa
AltaMed Health Services Corporation
Amazon
American index
Amplification score variable, in social influence score
Apple
Army Corps of Engineers (ACOE)
Arthur Andersen
Asian Development Bank
Atomic Power Laboratory
Attractiveness, of customers
Awards of business, opportunity measurement and
Banks, share of wallet and
Barclays Bank
Behavior:
Beliefs:
Best Buy
Bethune, Gordon
Bettis Laboratory
Big picture, predictive analytics and management focus on
Bishop, Ray
Block, Terry
Blue Cross Blue Shield of Maryland
Borders
Bose
Brandt, David
Budgets, project management measurement and
California DMV
California State University campuses
Carbon productivity, sustainability index and
Cargill
Certifications, as worthless metric
CFI Group
Cheating by employees, minimizing with predictive analytics
Cholesterol metrics. See Leading indicators
Christensen, John
Churn, project management measurement and
Clark, Mark
Coca-Cola, as customer
Cold Regions Research and Engineering Laboratory (CRREL)
Collaboration, corporate culture and
Competitive risk
Competitors, value of knowing when customer defects to
Complaints, as unreliable guide to customer satisfaction
Consultants. See Enterprise excellence index
Contacts, opportunity measurement and
Continental Airlines
Cook, Tim
Corporate citizenship index
Corporate Knights
Corporate wellness index
Counting metrics. See Singular metrics
Courtesy, service excellence measurement and
Critical thinking, importance of
CRM (customer relationship management)
Culture index
Culture of workplace, innovation and creativity and
Customer and stakeholder analytics. See American index; Corporate citizenship index; Customer engagement index; Customer rage index; Outcomes index; Service excellence index; Social network index
Customer engagement index
Customer rage index
Customer risk
Customer service scripts, mistake of using
Cycle time, service excellence measurement and
Data integrity, improving with predictive analytics
Davis, Dr. Bert
Decisions:
Demographics, matching personnel to customers’
Denmark
Disaster preparation, predictive analytics and
Discover Card
Disney
Distraction index
Diversity management, suppliers and
Dodge Report
“Doing the right thing,” corporate culture and
Domino’s Pizza
Dr. Oz Show
DTE Energy
Duarte, Nance
Education sector. See Outcomes index
Efficiency, service excellence measurement and
Einstein, Albert
Emergency preparedness risk
Employees. See also Human capital index; Workforce happiness index
Energy productivity, sustainability index and
Engagement level, with suppliers
Engineer Research & Design Center (ERDC)
Enterprise excellence index
Enterprise resource planning (ERP) system
Enthusiasm, corporate culture and
Environment of workplace, innovation and creativity and. See also Corporate wellness index
Environmental responsibility. See Sustainability index
Ericsson
ESAB
Ethics. See Corporate citizenship index
Expedia
Express Scripts
External factors index
External image, sustainability and
Federal Highway Administration
FedEx
Feedback, from customers. See Social network index
FICO score, as example of predictor metric
Financial disasters. See Risk index
Fish (Lundin, Paul, and Christensen)
Flagship
Florida Department of Revenue
Forbes magazine
Ford, Henry
Ford Motor Company
Forecasting. See Opportunity management index
Formula metrics, analytic metrics contrasted
Fortune magazine
Foxconn
Franklin Covey
Friends, happiness and
Game playing with numbers, minimizing of
GE
General Mills
Genetics, corporate wellness and
GOCO (government owned, contractor operated) organizations
Good performance metrics, avoiding wasting time on
Government accountability. See Outcomes index
Grand Hyatt Hotel, New York
Great Place to Work Institute
Green Index, of Santa Clara Valley Water District, in California
Hansen, Dr. Lance
Happiily
Happiness. See Workforce happiness index
Harvard Business School
Health. See Corporate wellness index
Healthcare Effectiveness Data and Information Set (HEDIS)
Healthcare sector. See Outcomes index
Henry Ford Hospital
Hertz
HHI Healthcare Solutions
Home Depot
Hopkins Printing
Hospital rage index
“How’s it going? data
HP
Human capital index
Human resource risk
Iams
IBM
Image of company, American index and
Independent Practice Association (IPA)
Indiana University
Individual development plans (IDPs), as worthless metric
Influence scores, customer engagement index and
In-house health and wellness centers
Innovation, corporate culture and
Innovation index
Input metrics:
Intellectual capital risk
Inter-American Development Bank
Internal values, sustainability and
Jackson Hole Wyoming airport
Jet Blue
Jobs:
Jobs, Steve
Johnson & Johnson
Joyce, William
Just Say No to Drugs program
Kaplan, Robert
Key Performance Indicators (Marr)
Klout scores
Knowledge and skills:
Kriegel, Robert
Lagging indicators:
Leading indicators:
Leads. See Opportunity management index
Lean metrics, enterprise excellence and
Legal risk
Long Beach Unified School District, California
Los Angeles, California:
Loyalty:
Lundin, Stephen
Manhattan Beach School System, California
Market Psych
Marr, Bernard
Marriage, happiness and
Marriott
“Matrimonial Index,” customer engagement and
McDonald’s, as customer
MD Anderson Cancer Center
Midwest Express
MIT Sloan Management Review
Motel 6
Namaste Solar
Nationwide Insurance
Natural disasters. See Risk index
Nestlé
Net Promoter Score (NPS), weaknesses of
Network score variable, in social influence score
Nohria, Nitin
Northrup Grumman
Norton, David
One-question surveys. See Net Promoter Score (NPS), weaknesses of
Ongoing performance measurement, versus studies
Openness, corporate culture and
Operational analytics. See Enterprise excellence index; External factors index; Innovation index; Opportunity management index; Product management index; Risk index; Supply chain index; Sustainability index
Operational metrics, service excellence and
Opportunities, improving with predictive analytics
Opportunity management index
Orders, opportunity measurement and
OSV (opportunity strategic value)
Outcome metrics:
Outcomes index
Output metrics:
Outsourcing of jobs. See American index
Owens Corning
Palomar Health
Partner metrics, sustainability and
Past-focused metrics. See Lagging indicators
Patagonia
Paul, Harry
People analytics. See Corporate wellness index; Culture index; Distraction index; Human capital index; Workforce happiness index
PeopleSoft conversion
Perceptions:
Personal relationships, customer engagement index and
Pets, happiness and
Pfizer
Pike Place Fish Market
Pitches, opportunity measurement and
Policies, corporate citizenship index and
Position in organization, human capital index and
Predictive analytics
Probability, opportunity measurement and
Procedures, corporate citizenship index
Process metrics:
Products:
Profits, corporate citizenship index
Programs of company:
Project management index
Projections, improving with predictive analytics
Proposals, opportunity measurement and
Prospects. See Opportunity management index
Purina:
Raytheon
Ready Rating system, for emergency preparedness
Realage.com
Recovery, from service problems, service excellence measurement and
Red Cross, Ready Rating system for emergency preparedness
Relationships:
Request for proposals (RFPs)
Request for quotations (RFQs)
Resource allocation, corporate culture index
Respect, corporate culture and
Revenue, customer rage and
Risk index
Risk management:
Roberson, Bruce
Rolls-Royce
Santa Clara Valley Water District, Green Index of
Savannah River Department of Energy site
Schedules, project management measurement and
Self-service options, service excellence and
Service excellence index
Service level agreements (SLAs), with suppliers
Service liability risk
Service quality, customer engagement index and
Shades of Gray course, corporate citizenship index
Share of wallet, customer engagement index and
Simplicity, corporate culture and
Singular metrics:
Six Sigma metrics, enterprise excellence and
Smoking policies
Social media, workforce happiness and
Social network index
Sony
Southcentral Foundation
Southwest Airlines
Spirituality, happiness and
Stewart, Emma
Studies, ongoing performance measurement versus
Suggestive selling, predictive analytics and
Suppliers:
Supply chain index
Surveys. See also Net Promoter Score (NPS), weaknesses of
Sustainability index
Target
Targeted marketing, predictive analytics and
Taxes, American index and
Technical knowledge, human capital index and
Thomson Reuters
3M
Thrivent
Total quality management (TQM) movement
Tough policies, as approach to wellness
Toyota
Trader Joe’s
Training hours, as worthless metric
Traits of employees, human capital index and
Trip Advisor
Triple bottom line (TBL)
True reach variable, in social influence score
TRX
United Airlines
“United Breaks Guitars” YouTube video
U.S. Navy Aircraft Carrier Maintenance Team One
Values, corporate citizenship index. See also Culture index
Verbal data, weakness in project management
“Voice of the customer” research
Volunteerism, corporate culture and
Wages, American index and
Walmart
Waste productivity, sustainability index and
Water productivity, sustainability index and
Welch, Jack
Wellness. See Corporate wellness index
What Really Works: The 4+2 Formula for Sustained Business Success (Joyce, Nohria, and Roberson)
Whole Foods
Wilson, Stan
Workforce happiness index
Yelp
Younger Brothers Construction
YouTube
Zappos
Zillow