A complete and balanced service scorecard : creating value through sustained performance improvement

A complete and balanced service scorecard creating value through sustained performance improvement

Performance management and scorecards -- Performance challenges in the service sector -- Six Sigma for services -- Performance management for services -- Understanding the service scorecard -- Designing a service scorecard -- Leadership and acceleration -- Collaboration -- Innovation and execution -...

Ausführliche Beschreibung

Gespeichert in:
Bibliographische Detailangaben
1. Verfasser: Tyagi, Rajesh K. (VerfasserIn)
Weitere Verfasser: Gupta, Praveen (VerfasserIn)
Format: UnknownFormat
Sprache:eng
Veröffentlicht: Upper Saddle River, NJ FT Press c 2008
Ausgabe:1. print.
Schlagworte:
Dienstleistungssektor > Balanced Scorecard > Performance-Management > Qualitätsmanagement > Service industries > Management > Performance > Measurement > Customer services > Total quality management > Dienstleistungsbetrieb > Kundendienst
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Beschreibung
Zusammenfassung:Performance management and scorecards -- Performance challenges in the service sector -- Six Sigma for services -- Performance management for services -- Understanding the service scorecard -- Designing a service scorecard -- Leadership and acceleration -- Collaboration -- Innovation and execution -- Retention and growth -- Implementation of the service scorecard -- Integration of service scorecard and improvement initiatives -- Service scorecard validation -- Best practices
Beschreibung:Includes bibliographical references (p. 275-282) and index
Beschreibung:XXV, 293 S.
graph. Darst.
24 cm
ISBN:0131986007
0-13-198600-7
9780131986008
978-0-13-198600-8