July 2008
Intermediate to advanced
320 pages
6h 52m
English
book
A Complete and Balanced Service Scorecard: Creating Value Through Sustained Performance Improvement
by Rajesh K. Tyagi, Praveen Gupta
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Appendix . Final Thoughts
This book answers three basic questions:
How different are services and what issues shall be considered while designing a performance measurement system for services?
What should be the architecture of service performance measurements system?
How should the Service Scorecard be implemented?
Corporate performance measurement needs have been impacted by the transformation of manufacturing-based economies to service-based economies. In this book, we viewed the length and extent of interaction with the customers, separating various types of services. Additionally, we viewed service not only from a provider’s perspective, but also from a customer’s perspective. Measurement in any service scorecard, therefore, should address both ...
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O’Reilly covers everything we've got, with content to help us build a world-class technology community, upgrade the capabilities and competencies of our teams, and improve overall team performance as well as their engagement.Julian F.
I wanted to learn C and C++, but it didn't click for me until I picked up an O'Reilly book. When I went on the O’Reilly platform, I was astonished to find all the books there, plus live events and sandboxes so you could play around with the technology.Addison B.
I’ve been on the O’Reilly platform for more than eight years. I use a couple of learning platforms, but I'm on O'Reilly more than anybody else. When you're there, you start learning. I'm never disappointed.Amir M.
I'm always learning. So when I got on to O'Reilly, I was like a kid in a candy store. There are playlists. There are answers. There's on-demand training. It's worth its weight in gold, in terms of what it allows me to do.