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Full Description
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 The authors' framework eliminates outdated, low-value techniques originally created for manufacturing firms, replacing them with advanced techniques that fully leverage your investments in technology.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
About the Authors xvForeword by Paul Harmon xviiForeword by Dean Spitzer, Ph.D. xxiIntroduction xxiiiPart I Understanding Service PerformanceChapter 1 Performance Management and Scorecards 3Chapter 2 Performance Challenges in the Service Sector 19Chapter 3 Six Sigma for Services 39Chapter 4 Performance Management for Services 57Part II Learning Service ScorecardChapter 5 Understanding the Service Scorecard 75Chapter 6 Designing a Service Scorecard 97Chapter 7 Leadership and Acceleration 115Chapter 8 Collaboration 129Chapter 9 Innovation and Execution 143Chapter 10 Retention and Growth 173Part III Practicing Service ScorecardChapter 11 Implementation of the Service Scorecard 195Chapter 12 Integration of Service Scorecard and Improvement Initiatives 215Chapter 13 Service Scorecard Validation 233Chapter 14 Best Practices 251Final Thoughts 269Bibliography 275Index 283
