Using Metrics that Drive Bottom Line Value--Delta Dental of Kansas Case Study



  • Type:
  • Published:
  • October 3, 2012
  • Author:
  • APQC
  • Pages:
  • 22
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Performance measurements systems are a way to improve organizational performance. This case study, from the Using Metrics that Drive Bottom Line Value Best Practices Report, explains how best practice organization Delta Dental of Kansas approaches measurement, specifically how to: use the voice of the customer, link performance targets to rewards, assign accountability for measures, and foster support for the system.