We see that javascript is disabled or not supported by your browser - javascript is needed for important actions on the site. Read more

What's New - Home - Login

Member $avings: $81,567,492.66 | Books Available: 795,671 | Members Online: 34

Swap Used Books - Buy New Books at Great Prices!

How To Swap Books Sign Up Search submenu

PBS Market (New Books)

Gift Buying Guide

Book Browser Advanced Search Books Posted Today Member Book Reviews Award Winning Books NYT Best Sellers Amazon Best Sellers Most Traveled Copies Club Wish List

Discussion Forums Book Lists

Club Lists My Book Lists My Watched Lists Create a List

Blog Donations

School Donation Program In Memory of... Military Donation Program Friends of PBS

Box-O-Books Maps The Eclectic Pen Fun Stuff

20 Questions Sudoku Bookmark Creator

Top 100

Requests Posts Swappers Referrers Reviewers

Pulse of PBS Spread The Word

Invite Friends Bookmarks Facebook Page Facebook App More Ways...

Photo Gallery Recipes Club Tag Cloud Member Testimonials

Help Center submenu

How To Swap Books Browse Help Docs Ask the Librarian PBS Member Icons Live Help

Kiosk

PBS Market (New Books) Go Shopping Buy Credits Buy PBS Money Upgrade Membership Gift Certificates Transfer Credits

Need Help?

Search - A Complete and Balanced Service Scorecard: Creating Value Through Sustained Performance Improvement

A Complete and Balanced Service Scorecard Creating Value Through Sustained Performance Improvement
Author: Rajesh K. Tyagi, Praveen Gupta

Praise for A Complete and Balanced Service Scorecard “This is a must read for any executive of a services organization who is serious about sustainable profitable growth.” Steve DuBrow, President and Managing Director of the Americas Region, i-nexus "Understanding service process and performance measurem... more »ent are essential in global economy today. This book provides key insights and methods for getting a grip on the performance of any service business." Professor Andy Neely, Director of Research, Cranfield School of Management, and author of The Performance Prism “Gupta and Tyagi further extend the scorecard framework Gupta pioneered into another area of business ripe for metrics. Organizations who wish to grow would do well by reading and adopting their scorecard methodology.” William Dunn, President, Dunn Solutions Group “A very thoughtful and practical approach to build and sustain an environment of continuous improvement and innovation...a must read for managers.” Rohit Kapoor, President and Chief Operating Officer, EXLService "This is a remarkable book about corporate performance! By illustrating real-life case studies, the authors solidify their argument that Service Scorecard can be an extraordinarily effective tool in empowering the service side to materially affect profit margins in any company." Peter Traynor, Editor in Chief, Dashboard Insight, Canada “With all the tips to deploy the Service Scorecard, this is an excellent framework to sustain profitable growth in the service industry.” Rodrigo Carrillo, Managing Director, DINAMO Value Partners, Mexico “The authors have done an excellent job of integrating important business concepts, such as the balanced scorecard, performance management, and innovation, as well as demonstrating how to apply them effectively in a service environment. Executives are likely to learn a great deal about how to improve their service-oriented businesses by reading this book. I highly recommend it.” Roger Hoerl, Manager of Applied Statistics Laboratory, GE Global Research Center Use the Service Scorecard to Dramatically Improve Performance in Service Organizations Thousands of organizations are driving value through the use of the business scorecard. Unfortunately, most business scorecards are not designed for service businesses. Now, two of the world’s leading service business performance experts show how to adapt, use, and succeed with the business scorecard in your service organization. Rajesh K. Tyagi and Praveen Gupta systematically update outdated business scorecards originally created for manufacturing firms, replacing them with new measures that fully maximize your investments in people, services, processes, and technology. Tyagi and Gupta introduce a Service Scorecard framework that encompasses seven key elements of service success: Growth, Leadership, Acceleration, Collaboration, Innovation, Execution, and Retention (GLACIER). You learn how to set clear performance targets, benchmark performance, identify improvement opportunities, and capture performance data that offer leading indicators for financial performance. This book’s proven performance framework is designed for sustaining profitable growth. Simply put, it offers today’s most direct path to measuring performance and optimizing business value in any service business. · Adapt current business scorecards to work for service businesses Design the scorecard to reflect everything that makes service businesses unique and inherently variable · Refocus scorecarding on the service organization’s unique success factors Target the seven measurement areas that link most tightly to service performance · Overcome the obstacles to Service Scorecard implementation Plan, align, train, validate, adjust, and institutionalize your Service Scorecard · Integrate the Service Scorecard with your other improvement initiatives Use scorecards to complement Six Sigma, ISO 9000, CMMI, ITIL, or other organization-specific programs

ISBN-13: 9780131986008
ISBN-10: 0131986007
Publication Date: 7/11/2008
Pages: 320
Edition: 1
Rating:

0 stars, based on 0 rating

Publisher: FT Press
Book Type: Hardcover
Members Wishing: 0
Reviews: Amazon | Write a Review

Genres:

Back to the Top ↑

Search - A Complete and Balanced Service Scorecard: Creating Value Through Sustained Performance Improvement

Loading...