Money isn't everything - but it is easily counted and the simplistic dictum: "If you can't measure it, you can't manage it" has probably done more to undermine operational management than many of the high-flown platitudes of the last 40 years. Organisations have focused on (ruthless?) efficiency, pandering to the bean-counters, short-termists and self-interested investment managers to the detriment of staff, customers and society; the very things that give organisations their being - their richness.
'Soft' foci such as confidence, loyalty and satisfaction have been largely ignored, although they are now being addressed by the inevitable (and irritating) 'rank out of five ...' for the most basic of on-line purchases.
This book, through a series of papers, written over a number of years, models and develops the holistic balance between the hard (measurable) foci and the soft (emotive) foci, to clarify and describe the linkages that promote management confidence and pave the way for more appropriate and timely proactive decisions.
