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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 The authors' framework eliminates outdated, low-value techniques originally created for manufacturing firms, replacing them with advanced techniques that fully leverage your investments in technology. Tyagi and Gupta begin by explaining why conventional balanced scorecard approaches don't work well for service organizations, discussing issues ranging from the inherent variability of customers, servers, and processes, the crucial importance of engagement, and the unique challenges of service innovation. Next, they introduce a Service Scorecard framework that encompasses the seven key elements of service organization success: Growth, Leadership, Acceleration, Collaboration, Innovation, Execution, and Retention. You'll learn how to set clear performance targets at the function and business level; benchmark performance against best practices; identify improvement opportunities; and capture performance data that offers a leading indicator for financials. Their proven approach is designed for easy understanding and implementation without the need for expensive consultants. Simply put, it offers today's most direct path to measuring performance and optimizing business value in any service organization.
About the Authors xv
Foreword by Paul Harmon xvii
Foreword by Dean Spitzer, Ph.D. xxi
Introduction xxiii
Part I Understanding Service Performance
Chapter 1 Performance Management and Scorecards 3
Chapter 2 Performance Challenges in the Service Sector 19
Chapter 3 Six Sigma for Services 39
Chapter 4 Performance Management for Services 57
Part II Learning Service Scorecard
Chapter 5 Understanding the Service Scorecard 75
Chapter 6 Designing a Service Scorecard 97
Chapter 7 Leadership and Acceleration 115
Chapter 8 Collaboration 129
Chapter 9 Innovation and Execution 143
Chapter 10 Retention and Growth 173
Part III Practicing Service Scorecard
Chapter 11 Implementation of the Service Scorecard 195
Chapter 12 Integration of Service Scorecard and Improvement Initiatives 215
Chapter 13 Service Scorecard Validation 233
Chapter 14 Best Practices 251
Final Thoughts 269
Bibliography 275
Index 283