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 ...
Get A Complete and Balanced Service Scorecard: Creating Value Through Sustained Performance Improvement now with the O’Reilly learning platform.
O’Reilly members experience books, live events, courses curated by job role, and more from O’Reilly and nearly 200 top publishers.
