A complete and balanced service scorecard creating value through sustained performance improvement - Tyagi, Rajesh K.; Gupta, Praveen, 1957-; Safari eBooks (Upper Saddle River, N.J. : FT Press, 2008)
Performance management and scorecard -- 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.
Includes bibliographical references (p. 275-282) and index.
Electronic reproduction.
Keywords: Service industries -- Management; Performance -- Measurement; Customer services; Total quality management; Electronic books