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

Praise for A Complete and Balanced Service Scorecard

 

“This is a must read for any executive of a services organization who is serious about sustainable profitable growth.”

Steve DuBrow, President and Managing Director of the Americas Region, i-nexus

 

"Understanding service process and performance measurement are essential in global economy today. This book provides key insights and methods for getting a grip on the performance of any service business."

Professor Andy Neely, Director of Research, Cranfield School of Management, and author of The Performance Prism

 

“Gupta and Tyagi further extend the scorecard framework Gupta pioneered into another area of business ripe for metrics. Organizations who wish to grow would do well by reading and adopting their scorecard methodology.”

William Dunn, President, Dunn Solutions Group

 

“A very thoughtful and practical approach to build and sustain an environment of continuous improvement and innovation...a must read for managers.”

Rohit Kapoor, President and Chief Operating Officer, EXLService

 

"This is a remarkable book about corporate performance! By illustrating real-life case studies, the authors solidify their argument that Service Scorecard can be an extraordinarily effective tool in empowering the service side to materially affect profit margins in any company."

Peter Traynor, Editor in Chief, Dashboard Insight, Canada

 

“With all the tips to deploy the Service Scorecard, this is an excellent framework to sustain profitable growth in the service industry.”

Rodrigo Carrillo, Managing Director, DINAMO Value Partners, Mexico

 

“The authors have done an excellent job of integrating important business concepts, such as the balanced scorecard, performance management, and innovation, as well as demonstrating how to apply them effectively in a service environment. Executives are likely to learn a great deal about how to improve their service-oriented businesses by reading this book. I highly recommend it.”

Roger Hoerl, Manager of Applied Statistics Laboratory, GE Global Research Center

 

Use the Service Scorecard to Dramatically Improve Performance in Service Organizations

 

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 performance, identify improvement opportunities, and capture performance data that offer leading indicators for financial performance.

 

This book’s proven performance framework is designed for sustaining profitable growth. Simply put, it offers today’s most direct path to measuring performance and optimizing business value in any service business.

 

·  Adapt current business scorecards to work for service businesses

    Design the scorecard to reflect everything that makes service businesses unique and inherently variable

 

·  Refocus scorecarding on the service organization’s unique success factors

    Target the seven measurement areas that link most tightly to service performance

 

·  Overcome the obstacles to Service Scorecard implementation

    Plan, align, train, validate, adjust, and institutionalize your Service Scorecard

 

·  Integrate the Service Scorecard with your other improvement initiatives

    Use scorecards to complement Six Sigma, ISO 9000, CMMI, ITIL, or other organization-specific programs

 

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