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

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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 The authors' framework eliminates outdated, low-value techniques originally created for manufacturing firms, replacing them with advanced techniques that fully leverage your investments in technology. Tyagiand 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.For Sale in Indian subcontinent onlyFeaturesOnly guide to using the bestselling Balanced Scorecard methodology to improve performance in service organizations Based on the groundbreaking "Business Scorecard" concept, with over 200,000 copies sold. Addresses the critical issue of how to quantify andassess the performance of service operations. Easy to understand and implement the "service scorecard" from start to finish, effectively measuring growth, leadership, acceleration, collaboration, innovation, execution, and retention. ContentsPart I Understanding Service Performance Chapter 1 Performance Management and Scorecards Chapter 2 Performance Challenges in the Service Sector Chapter 3 Six Sigma for Services Chapter 4 Performance Management for Services Part II Learning Service Scorecard Chapter 5 Understanding the Service Scorecard Chapter 6 Designing a Service Scorecard Chapter 7 Leadership and Acceleration Chapter 8 Collaboration Chapter 9 Innovation and Execution Chapter 10 Retention and Growth Part III Practicing Service Scorecard Chapter 11 Implementation of the Service Scorecard Chapter 12 Integration of Service Scorecard and Improvement Initiatives Chapter 13 Service Scorecard Validation Chapter 14 Best Practices Final Thoughts Bibliography Index