Written in 1982 by W. Edwards Deming, called "Out of the Crisis".
Deming basically said that management in each company, each department, each factory floor had to come up with accurate metrics to represent his or her business.
These metrics should be created by the management in co-operation with experienced personnel within the department. His assertion was that the experienced workers know best what to do, and your best bet is to listen to them and use the metrics that a seasoned pro would give you.
Deming hated the MBA culture that was taking over management as he was entering his senior years. He really desired to see experienced folks from the factory floor promoted into management and sent to school.
I think he was (and still is) right.
Try to find Out of the Crisis in your public library, because I doubt seriously that you can still get a copy from Amazon or B&N.
Glen Austin