Chapter 11. Implementation of the Service Scorecard
Service businesses are similar to manufacturing businesses in that they have the common business objective of making money and achieving growth. Successful service businesses have implemented scorecards. Banks, airlines, hospitals, and restaurants all deploy some form of scorecard. Some organizations have an elaborate set of measurements; others have sketchy ones at best. The Service Scorecard provides an initial and complete framework of a business scorecard that allows organizations to relate their measurements to the financial performance.
In a service organization, the following scenarios may exist:
There is already an existing performance measurement system that is considered to be satisfactory. ...