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Erschienen in:
Introduction of Service Systems Implementation Kapitel lesen Erstes Kapitel lesen

2011 | OriginalPaper | Buchkapitel

Measurement in Service Businesses: Challenges and Future Directions

verfasst von : Rajesh Kumar Tyagi

Erschienen in: Service Systems Implementation

Verlag: Springer US

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Abstract

This chapter presents challenges faced by service businesses while implementing a measurement system. A review of existing frameworks is presented and a new framework, the Service Scorecard, is introduced. The Service Scorecard is an adaptation of the Six Sigma Business Scorecard for the service sector. The framework has also been influenced by existing frameworks such as the Malcom Baldrige award criteria, the Balanced Scorecard, the European Quality award and the Service Profit Chain model. The seven elements of the Service Scorecard are Growth, Leadership, Acceleration, Collaboration, Innovation, Execution, and Retention. The examples of measurement systems are presented with concrete real-world case examples. Final thoughts and the challenges faced are also presented.

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Vorheriges Kapitel Succeeding Through Service Innovation: Consumer Directed Care in the Aged Care Sector
Nächstes Kapitel An Integrated View of Service Innovation in Service Networks
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Metadaten
Titel
Measurement in Service Businesses: Challenges and Future Directions
verfasst von
Rajesh Kumar Tyagi
Copyright-Jahr
2011
Verlag
Springer US
Buch
Service Systems Implementation

Print ISBN: 978-1-4419-7903-2

Electronic ISBN: 978-1-4419-7904-9

Copyright-Jahr: 2011

DOI
https://doi.org/10.1007/978-1-4419-7904-9_15

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