This new edition continues to boldly assert that any perception of immeasurability is based on certain popular misconceptions about measurement and measurement methods.?it shows the common reasoning for calling something immeasurable, and sets out to correct those ideas.?practical methods for measuring a variety of intangibles are explained including approaches to measuring customer satisfaction, organizational flexibility," technology risk, technology roi and other business problems. this companion workbook walks readers through sample problems and exercises where they can master the methods discussed in the book and learn how they apply in different contexts.