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This chapter is from the book

Take Away

  • The service sector is an important sector in world economy.
  • Service can be defined as a transaction or as an experience.
  • Measuring the performance of services is challenging, and traditional models are inadequate for this purpose.
  • The Six Sigma Business Scorecard needs to be adapted to the services context.
  • The Service Scorecard Architecture has seven elements: Growth, Leadership, Acceleration, Collaboration, Innovation, Execution, and Retention (GLACIER).
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