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A complete and balanced service scorecard [electronic resource] : creating value through sustained performance improvement / Rajesh K. Tyagi, Praveen Gupta.

By: Contributor(s): Series: Safari Books Onlinec2008Description: xxvi, 294 p. : illISBN:
  • 9780131359437
  • 0131359436
Subject(s): Genre/Form: Additional physical formats: No title; No titleOnline resources:
Contents:
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.
Item type: eBooks
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Includes bibliographical references (p. 275-282) and index.

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.

Electronic reproduction. Boston, Mass. : Safari Books Online, 2008 Mode of access: World Wide Web. Available to subscribing institutions. s2008 maun s

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