A complete and balanced service scorecard: creating value through sustained performance improvement
Publication details: New Jersey: Pearson Education, 2008Description: 293pISBN: 9780131986008Subject(s): Business management | Service industries | Performance measurement | Customer service | Total quality management | Balanced scorecard | Six SigmaLOC classification: HF5351| Item type | Current library | Call number | Copy number | Status | Date due | Barcode |
|---|---|---|---|---|---|---|
| Book - Standard loan | CAFRE Loughry Library | HF5351 TYA (Browse shelf(Opens below)) | 1 | Available | 190833 |
Part I 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
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