Chapter 6. Designing a Service Scorecard

This chapter describes the requirements of a performance measurement system (PMS), the measurement alignment process, existing PMSs for services, and elements of the Service Scorecard. A PMS is used to provide a company with useful information to help manage and control the corporate performance of the company. The information provided by the system is used to enhance the shareholders’ value. The information provided by the system must be correct, presented in a timely manner, easily understood by all stakeholders, representing a common language, and accessible to the associate who will benefit from the information. In the long run, a company will have a specialized knowledge management system supporting ...

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