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A complete and balanced service scorecard creating value through sustained performance improvement

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 The authors' framework eliminates outdated, low-value techniques originally created for manufacturing firms, replacing them with advanced techniques that fully...

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Bibliographic Details
Main Author: Tyagi, Rajesh K.
Other Authors: Gupta, Praveen
Format: eBook
Language:English
Published: Upper Saddle River, N.J. FT Press 2008
Subjects:
Services (industrie) / Gestion
Service à La Clientèle
Customer Services / Http://id.loc.gov/authorities/subjects/sh85034965
Qualité Totale
Service Industries / Management / Http://id.loc.gov/authorities/subjects/sh85120350
Total Quality Management / Http://id.loc.gov/authorities/subjects/sh91000952
Performance / Measurement / Fast
Service Industries / Management / Fast
Performance / Measurement
Total Quality Management
Total Quality Management / Fast
Customer Services / Fast
Online Access:
Collection: O'Reilly - Collection details see MPG.ReNa
Table of 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
  • Includes bibliographical references (pages 275-282) and index

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