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A Complete and Balanced Service Scorecard: Creating Value Through Sustained Performance Improvement by Praveen Gupta, Rajesh K. Tyagi

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Chapter 1. Performance Management and Scorecards

The service component of the U.S. economy has been growing continually for the past several decades. National economic development moves through stages of growth in agriculture, manufacturing, and service. The dominance of service is influenced by the role of support functions, value-sourcing, and evolving servicing enterprises. These support functions may include sales, purchasing, design, and human resources; value-sourcing really implies sourcing for value irrespective of national boundaries; and servicing enterprises include the service sector, such as finance, insurance, and real estate. More than two-thirds of the U.S. gross domestic product (GDP) has service components. Major corporations, ...

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