Measurement in Service Businesses: Challenges and Future Directions

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 sec...

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Bibliographic Details
Published inService Systems Implementation pp. 237 - 251
Main Author Tyagi, Rajesh Kumar
Format Book Chapter
LanguageEnglish
Published Boston, MA Springer US 06.01.2011
SeriesService Science: Research and Innovations in the Service Economy
Subjects
balanced service scorecard
employee engagement
measurement
measurement in services
measurement of performance
service chain design
service innovation
service productivity
Service scorecard
tableau de bord
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Summary: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.
ISBN:9781441979032
1441979034
ISSN:1865-4924
1865-4932
DOI:10.1007/978-1-4419-7904-9_15