Mark Graham Brown Resources


Articles by Mark

CRM Metrics That Really Work

How to Measure a Company’s Most Elusive Element – Culture

Knowledge Management Metrics

The Customer Aggravation Index – Predicting Customer Loyalty Without Surveys


Bullspeak article

Customer Lifetime Value

Customer Rage Index

Hearing Voices – Industry Week

Innovation Metrics

Service Excellence Index

The struggle is real – why are KPIs so challenging

Books by Mark

For Mark’s books on Amazon – please go here.

About Mark

MR. MARK GRAHAM BROWN has spent the last 25 years consulting with organizations to help them improve performance.

Regarded as one of the top experts in the world on performance measurement, Mark has written over fifty articles on performance management and is the author of several books. He conducts public workshops in the United States and Europe for the Institute of Management Studies and keynotes for professional events around the world.


He began his career as a consultant with Creative Universal, a corporate training and marketing communications firm in Detroit. He then spent six years as a Principal with Svenson & Wallace, a small Chicago consulting firm, and started his own consulting practice in Los Angeles in 1990.

Mr. Brown has consulted with a wide range of organizations across the world to help them develop balanced scorecards, strategic plans, and systems to drive organizational excellence.

Some of his current and recent clients include: Bose, Medtronic, PepsiCo, TranzRail, StoraEnso, Cargill, Berkeley Laboratory, California State University, U.S. Department of Energy, U.S. Navy, and U.S. Army Corps of Engineers. Mr. Brown has also worked with many state government organizations, as well as school districts and hospitals across the country.

Mr. Brown is the author of the first and best selling book ever written on the Malcolm Baldrige Award that is in its 15th edition. He is author of the forthcoming book Killer Analytics: Top 25 Metrics Missing from Your Balance Sheet (Wiley). He is also the author of two best-selling books on balanced scorecards and planning: Keeping Score – Using the Right Metrics to Drive World-Class Performance (1996) and Winning Score – How to Design and Implement Organizational Scorecards (2000). Mr. Brown`s most recent book is Beyond the Balanced Scorecard: Improving Business Intelligence with Analytics (2007).

Mr. Brown served for three years as an Examiner for the Baldrige Award, two years as the lead Judge for the California Baldrige Awards, and continues to educate potential Examiners for the state of California.

Mr. Brown has a master`s degree in industrial psychology from Western Michigan University.

Contact Mark

Mobile: 310-486-8265


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