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Complete and Balanced Service Scorecard, A: Creating Value Through Sustained Performance Improvement

Complete and Balanced Service Scorecard, A: Creating Value Through Sustained Performance Improvement

          
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About the Book

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 The authors' framework eliminates outdated, low-value techniques originally created for manufacturing firms, replacing them with advanced techniques that fully leverage your investments in technology.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

Table of Contents:
About the Authors  xv Foreword by Paul Harmon  xvii Foreword by Dean Spitzer, Ph.D.  xxi Introduction  xxiii   Part I   Understanding Service Performance Chapter 1        Performance Management and Scorecards  3 Chapter 2        Performance Challenges in the Service Sector  19 Chapter 3        Six Sigma for Services 39 Chapter 4        Performance Management for Services  57   Part II  Learning Service Scorecard Chapter 5        Understanding the Service Scorecard  75 Chapter 6        Designing a Service Scorecard  97 Chapter 7        Leadership and Acceleration  115 Chapter 8        Collaboration  129 Chapter 9        Innovation and Execution  143 Chapter 10      Retention and Growth  173   Part III Practicing Service Scorecard Chapter 11      Implementation of the Service Scorecard  195 Chapter 12      Integration of Service Scorecard and Improvement Initiatives  215 Chapter 13      Service Scorecard Validation  233 Chapter 14      Best Practices 251   Final Thoughts  269 Bibliography  275 Index  283


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Product Details
  • ISBN-13: 9780131359420
  • Publisher: Pearson Education (US)
  • Publisher Imprint: Addison Wesley
  • Language: English
  • Sub Title: Creating Value Through Sustained Performance Improvement
  • ISBN-10: 0131359428
  • Publisher Date: 20 Jun 2008
  • Binding: Digital download
  • No of Pages: 320
  • Weight: 1 gr


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Complete and Balanced Service Scorecard, A: Creating Value Through Sustained Performance Improvement
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