Most helpful critical review
3 of 3 people found the following review helpful
A Very Poor Deal!
on 6 June 2013
This has to be the most frustrating management book I have read. At over £20 I think it is unquestionably over-priced for what you get.
The author clearly knows his KPI stuff, but avoids divulging a lot of his knowledge in this book. Instead throughout this book he refers you to additional material on a web site that no longer exists. For example, he refers to white papers and web casts on bettermanagement.com showing what you should do when implementing KPIs, etc, but when you get there the web site no longer exists. And for a book that is not even 3 years old, this is a sin.
Other issues I have with this book are:
1. He refers mainly to just one performance measure example in his book - British Airways in the 1980s under Lord King! Now this is old. Frustratingly, there are hardly any references to any other case studies or examples covering the last decade in this book.
2. He sells himself and his services in this book, frequently pointing you to his own web site where the vast majority of content is chargeable.
3. In the section on critical success factors (CSFs), there is not enough emphasis on the customer as the no.1 focus. It is critical when developing or defining any company's CSFs that the main emphasis has to be on the customer - what is critical to success in any organisation is satisfying the customer.
I would advise finding a more suitable book that is much more reasonably priced.