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A complete and balanced service scorecard : creating value through sustained performance improvement /
In the U.S., service related activities have become dominant aspects of the economy and currently account for well over 50% of our GNP. The authors' framework eliminates outdated, low-value techniques originally created for manufacturing firms, replacing them with advanced techniques that fully...
| Clasificación: | Libro Electrónico |
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| Autor principal: | |
| Otros Autores: | |
| Formato: | Electrónico eBook |
| Idioma: | Inglés |
| Publicado: |
Upper Saddle River, N.J. :
FT Press,
©2008.
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| Temas: | |
| Acceso en línea: | Texto completo (Requiere registro previo con correo institucional) |
Tabla de Contenidos:
- Performance management and scorecard
- Performance challenges in the service sector
- Six sigma for services
- Performance management for services
- Understanding the service scorecard
- Designing a service scorecard
- Leadership and acceleration
- Collaboration
- Innovation and execution
- Retention and growth
- Implementation of the service scorecard
- Integration of service scorecard and improvement initiatives
- Service scorecard validation
- Best practices.