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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 12. Integration of Service Scorecard and Improvement Initiatives

Organizations have multiple initiatives sponsored by key individuals disconnected from the business objectives, because it is difficult to develop synergy at the executive level. You might wonder how corporations can hire the best people at the executive level, yet cannot figure out how to run the business to achieve sustained profitable results. Corporations will have service initiatives, HR initiatives, operations initiatives, measurement initiatives, quality initiatives, Six Sigma initiatives in some departments, or software initiatives, such as Capability Maturity Model (CMMI), Information Technology Infrastructure Library (ITIL), and TickIT as an ISO 9001-like management ...

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