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

By Rajesh K. Tyagi, Praveen K. Gupta

Published by FT Press

Published Date: Jul 1, 2008


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 The authors' framework eliminates outdated, low-value techniques originally created for manufacturing firms, replacing them with advanced techniques that fully leverage your investments in technology.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