Chapter 13. Service Scorecard Validation

To have efficacy, the Service Scorecard must have statistical validation. A rigorous statistical analysis of various scorecard frameworks provides higher confidence to the Service Scorecard users and justifies their commitment to the Service Scorecard. This chapter deals with various academic concepts and simplified statistical analysis. On the other hand, this chapter should not be considered a rigorous review on validation of various frameworks. The validation is divided into the following five sections:

  1. Six Sigma Business Scorecard Experience

  2. Research Roundtable on Service Measurement

  3. Validation of Individual Service Scorecard Elements

  4. Validation of Similar Methodologies and Frameworks

  5. Validation of the Service ...

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