A Complete and Balanced Service Scorecard

Creating Value Through Sustained Performance Improvement

Rajesh K. Tyagi, Praveen K. Gupta (Autoren)

Buch | Hardcover

320 Seiten

2008
Financial Times Prentice Hall (Verlag)
9780131986008 (ISBN)

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In the U.S., service related activities have become dominant aspects of the economy and currently account for well over 50% of our GNP. The authors' framework eliminates outdated, low-value techniques originally created for manufacturing firms, replacing them with advanced techniques that fully leverage your investments in technology. Tyagi and Gupta begin by explaining why conventional balanced scorecard approaches don't work well for service organizations, discussing issues ranging from the inherent variability of customers, servers, and processes, the crucial importance of engagement, and the unique challenges of service innovation. Next, they introduce a Service Scorecard framework that encompasses the seven key elements of service organization success: Growth, Leadership, Acceleration, Collaboration, Innovation, Execution, and Retention. You'll learn how to set clear performance targets at the function and business level; benchmark performance against best practices; identify improvement opportunities; and capture performance data that offers a leading indicator for financials. Their proven approach is designed for easy understanding and implementation without the need for expensive consultants. Simply put, it offers today's most direct path to measuring performance and optimizing business value in any service organization.

Dr. Rajesh Kumar Tyagi joined HEC Montreal as an Assistant Professor of Logistics and Operations Management in June 2008. Earlier, Dr. Tyagi was a faculty member at the Department of Management, College of Commerce, DePaul University. Professor Tyagi teaches Service Operations, Operations Management, and Quality Management. Dr. Tyagi has also taught service operations and operations management at Kellogg School of Management, at Northwestern University, and in East Europe and Southeast Asia. His current research and consulting interests are in areas of service delivery chain design, service performance management, measurement of service quality, Six Sigma applications in the services sector, and design of a reverse supply chain. He has more than 12 publications in scientific and technology journals and has presented at various national and international conferences. He is the co-author of Six Sigma for Transactions and Service. Professor Tyagi also co-founded a biomedical device manufacturing company in Singapore. Professor Tyagi is a consultant to an early-stage venture fund and also consults on operations and technology management issues for early-stage companies and established corporations. He obtained his Ph.D. in Engineering at the University of Ottawa, Canada, and his MBA from the Kellogg School of Management, Northwestern University. Praveen Gupta, president of Accelper Consulting (www.accelper.com), developed the Six Sigma Business Scorecard that has been recognized worldwide for its innovative approach to corporate performance, ease of implementation, and importance to sustained profitable growth. Praveen has also developed a Business Innovation framework, and pioneered the Six Sigma methodology at Motorola, and the 4P Model for process management. Integration and adaptation of these methods to service operations have been addressed in continuing work for sustaining profitable growth and creating success opportunities for leadership and employees. Praveen’s experience at working with dozens of companies in the manufacturing, service, and software industries has given him a uniquely holistic perspective on business performance. Praveen teaches his methods and tools at Illinois Institute of Technology and at DePaul University to graduate students in the IT and Management departments. Praveen has led several organizations in improving their operations and financial performance using Business Scorecard, Six Sigma, Business Innovation, and the 4P model. He frequently speaks in conferences and seminars around the world. Praveen holds BS and MS degrees from Indian Institute of Technology, Roorkee, and Illinois Institute of Technology, respectively. Prior to founding his consulting company, Praveen worked at Motorola and AT&T Bell Laboratories. Besides his books on scorecards, Praveen has authored Business Innovation in the 21st Century, Stat Free Six Sigma, Improving Healthcare Quality and Cost with Six Sigma, and The Six Sigma Performance Handbook. Praveen regularly writes for various publications and is the Editor of the International Journal of Innovation Science being launched in 2009.

About the Authors xv

Foreword by Paul Harmon xvii

Foreword by Dean Spitzer, Ph.D. xxi

Introduction xxiii

Part I   Understanding Service Performance

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

Final Thoughts 269

Bibliography 275

Index 283

Erscheint lt. Verlag	7.8.2008
Verlagsort	Upper Saddle River
Sprache	englisch
Maße	159 x 237 mm
Gewicht	510 g
Themenwelt	Wirtschaft ► Betriebswirtschaft / Management ► Logistik / Produktion
ISBN-13	9780131986008 / 9780131986008
Zustand	Neuware