Service scorecard
Subtitle: creating value through sustained performance improvement
By: Rajesh K. Tyagi, Praveen Gupta.
Contributors: Gupta, Praveen, 1957-
Publisher: FT Press
Published: 2008
Place of publication: Upper Saddle River, N.J
Language: eng
Number of pages: 293
Subjects: Service industries -- Management; Performance -- Measurement; Customer services; Total quality management
Description: "Thousands of organizations are driving value through the use of the business scorecard. Unfortunately, most business scorecards are not designed for service businesses. Now, two of the world's leading service business performance experts show how to adapt, use, and succeed with the business scorecard in your service organization." "Rajesh K. Tyagi and Praveen Gupta systematically update outdated business scorecards originally created for manufacturing firms, replacing them with new measures that fully maximize your investments in people, services, processes, and technology. Tyagi and Gupta introduce a Service Scorecard framework that encompasses seven key elements of service success: Growth, Leadership, Acceleration, Collaboration, Innovation, Execution, and Retention (GLACIER). You learn how to set clear performance targets, benchmark performances, identify improvement opportunities, and capture performance data that offer leading indicators for financial performance." --Book Jacket.
Table of contents: title: Performance management and scorecard; title: Performance challenges in the service sector; title: Six sigma for services; title: Performance management for services; title: Understanding the service scorecard; title: Designing a service scorecard; title: Leadership and acceleration; title: Collaboration; title: Innovation and execution; title: Retention and growth; title: Implementation of the service scorecard; title: Integration of service scorecard and improvement initiatives; title: Service scorecard validation; title: Best practices.