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A complete and balanced service scorecard : creating value through sustained performance improvement / Rajesh K. Tyagi, Praveen Gupta.
- Format:
- Book
- Author/Creator:
- Tyagi, Rajesh K.
- Language:
- English
- Subjects (All):
- Service industries--Management.
- Service industries.
- Performance--Measurement.
- Performance.
- Customer services.
- Total quality management.
- Physical Description:
- 1 online resource (xxvi, 294 p. ) ill.
- Edition:
- 1st edition
- Place of Publication:
- Upper Saddle River, N.J. : FT Press, c2008.
- System Details:
- text file
- Summary:
- In the U.S., service related activities have become dominant aspects of the economy and currently account for well over 50% of our GNP. The authors' framework eliminates outdated, low-value techniques originally created for manufacturing firms, replacing them with advanced techniques that fully leverage your investments in technology. Tyagi and Gupta begin by explaining why conventional balanced scorecard approaches don't work well for service organizations, discussing issues ranging from the inherent variability of customers, servers, and processes, the crucial importance of engagement, and the unique challenges of service innovation. Next, they introduce a Service Scorecard framework that encompasses the seven key elements of service organization success: Growth, Leadership, Acceleration, Collaboration, Innovation, Execution, and Retention. You'll learn how to set clear performance targets at the function and business level; benchmark performance against best practices; identify improvement opportunities; and capture performance data that offers a leading indicator for financials. Their proven approach is designed for easy understanding and implementation without the need for expensive consultants. Simply put, it offers today's most direct path to measuring performance and optimizing business value in any service organization.
- Contents:
- Performance management and scorecard
- Performance challenges in the service sector
- Six sigma for services
- Performance management for services
- Understanding the service scorecard
- Designing a service scorecard
- Leadership and acceleration
- Collaboration
- Innovation and execution
- Retention and growth
- Implementation of the service scorecard
- Integration of service scorecard and improvement initiatives
- Service scorecard validation
- Best practices.
- Notes:
- Includes bibliographical references (p. 275-282) and index.
- OCLC:
- 233559973
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