Chapter 5. Understanding the Service Scorecard
Businesses utilize measurements for monitoring performance. Financial measures conventionally are the most frequently used business performance measures by executives. Financial measures depend on the state of the industry, strategy, operations management, leadership, macroeconomic conditions, corporate culture, and many other factors. Managers use dozens of financial measures. Some financial measures are industry-specific, whereas others depend on the financial structure of the business. Some financial measures are governed by the regulatory requirements, and still others are contingent on the leadership preferences. Eventually, financial performance depends on what actually happens in or to the ...
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