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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 7. Leadership and Acceleration

Corporations implement scorecards to monitor and drive performance for sustaining profitable growth. Operations lead to financial outcomes, and stronger financial performance supports operations. Therefore, the success of the Service Scorecard depends on how it is being used by executives for reviewing operational and financial performance. To ensure the active participation of executives and middle management, the Service Scorecard has leadership and acceleration elements.

The leadership element is critical to set the bar, demand performance, and align the organization to achieve business objectives. The Service Scorecard can be implemented successfully by utilizing the following areas:

  • Technology for ease ...

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