A complete and balanced service scorecard: creating value through sustained performance improvement
Gespeichert in:
| Hauptverfasser: | , |
|---|---|
| Format: | Buch |
| Sprache: | English |
| Veröffentlicht: |
Upper Saddle River, NJ
FT Press
2008
|
| Ausgabe: | 1. printing |
| Schlagworte: | |
| Online-Zugang: | Inhaltsverzeichnis |
| Beschreibung: | Literaturverz. S. 275-282 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: | XXV, 293 S. graph. Darst. 24 cm |
| ISBN: | 0131986007 9780131986008 |
Internformat
MARC
| LEADER | 00000nam a2200000 c 4500 | ||
|---|---|---|---|
| 001 | BV035180321 | ||
| 003 | DE-604 | ||
| 005 | 20081219 | ||
| 007 | t | ||
| 008 | 081125s2008 d||| |||| 00||| eng d | ||
| 010 | |a 2008005436 | ||
| 020 | |a 0131986007 |c hbk. : alk. paper |9 0-13-198600-7 | ||
| 020 | |a 9780131986008 |9 978-0-13-198600-8 | ||
| 035 | |a (OCoLC)191898203 | ||
| 035 | |a (DE-599)GBV562448217 | ||
| 040 | |a DE-604 |b ger |e aacr | ||
| 041 | 0 | |a eng | |
| 049 | |a DE-703 | ||
| 050 | 0 | |a HD9980.5 | |
| 082 | 0 | |a 658.3/125 |2 22 | |
| 084 | |a QR 560 |0 (DE-625)142061: |2 rvk | ||
| 100 | 1 | |a Tyagi, Rajesh Kumar |e Verfasser |4 aut | |
| 245 | 1 | 0 | |a A complete and balanced service scorecard |b creating value through sustained performance improvement |c Rajesh K. Tyagi ; Praveen Gupta |
| 250 | |a 1. printing | ||
| 264 | 1 | |a Upper Saddle River, NJ |b FT Press |c 2008 | |
| 300 | |a XXV, 293 S. |b graph. Darst. |c 24 cm | ||
| 336 | |b txt |2 rdacontent | ||
| 337 | |b n |2 rdamedia | ||
| 338 | |b nc |2 rdacarrier | ||
| 500 | |a Literaturverz. S. 275-282 | ||
| 500 | |a 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 | ||
| 650 | 0 | |a Service industries / Management | |
| 650 | 0 | |a Performance / Measurement | |
| 650 | 0 | |a Customer services | |
| 650 | 0 | |a Total quality management | |
| 650 | 7 | |a Kwaliteitsverbetering |2 gtt | |
| 650 | 7 | |a Kwaliteitszorg |2 gtt | |
| 650 | 4 | |a Customer services | |
| 650 | 4 | |a Performance |x Measurement | |
| 650 | 4 | |a Service industries |x Management | |
| 650 | 4 | |a Total quality management | |
| 650 | 0 | 7 | |a Dienstleistungsbetrieb |0 (DE-588)4012181-1 |2 gnd |9 rswk-swf |
| 650 | 0 | 7 | |a Management |0 (DE-588)4037278-9 |2 gnd |9 rswk-swf |
| 689 | 0 | 0 | |a Dienstleistungsbetrieb |0 (DE-588)4012181-1 |D s |
| 689 | 0 | 1 | |a Management |0 (DE-588)4037278-9 |D s |
| 689 | 0 | |5 DE-604 | |
| 700 | 1 | |a Gupta, Praveen |e Verfasser |4 aut | |
| 856 | 4 | 2 | |m GBV Datenaustausch |q application/pdf |u http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=016987091&sequence=000001&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA |3 Inhaltsverzeichnis |
| 999 | |a oai:aleph.bib-bvb.de:BVB01-016987091 | ||
Datensatz im Suchindex
| _version_ | 1804138352958504960 |
|---|---|
| adam_text | IMAGE 1
A COMPLETE AND BALANCED
SERVICE SCORECARD
CREATING VALUE THROUGH SUSTAINED PERFORMANCE IMPROVEMENT
RAJESH K. TYAGI PRAVEEN GUPTA
IMAGE 2
CONTENTS
ACKNOWLEDGMENTS XIII
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
SERVICE INDUSTRY COMPONENTS 4
BUSINESS PERFORMANCE MEASUREMENT CHALLENGES IN THE SERVICE INDUSTRY 5
THE BALANCED SCORECARD 6
BUSINESS PERFORMANCE EVOLUTION 8
SERVICE SCORECARD 14
ESTABLISHING THE SERVICE SCORECARD MEASUREMENTS 17
TAKE AWAY 18
CHAPTER 2 PERFORMANCE CHALLENGES IN THE SERVICE SECTOR 19
EXAMPLES AND DRAWBACKS OF PERFORMANCE MEASUREMENT SYSTEMS 20
PERFORMANCE MEASUREMENT FOR SERVICE 22 PERFORMANCE MEASUREMENT
CHALLENGES IN SERVICES 25
MAJOR CHALLENGES 29
CASE STUDIES OF PERFORMANCE MEASUREMENT IN THE SERVICE SECTOR 35
TAKE AWAY 38
IMAGE 3
VIII A COMPLETE AND BALANCED SERVICE SCORECARD
CHAPTER 3: SIX SIGMA FOR SERVICES 39
SIX SIGMA AND SERVICE 40
SIX SIGMA METHODOLOGY OVERVIEW 41
DESIGN FOR SIX SIGMA FOR SERVICES (DFSS) 45 AXIOM-BASED SERVICE DESIGN
MODEL 46
USING AXIOMS FOR DESIGNING SERVICES 49 IMPLEMENTING SIX SIGMA IN SERVICE
ORGANIZATIONS 52
SIX SIGMA ENHANCEMENTS 54
TAKE AWAY 55
CHAPTER 4: PERFORMANCE MANAGEMENT FOR SERVICES . . 57
PERFORMANCE MANAGEMENT CHALLENGES IN SERVICES 58
COMPARATIVE ANALYSIS OF PERFORMANCE MEASUREMENT SYSTEMS 58
SCORECARDS VERSUS QUALITY PROGRAMS 64
PERFORMANCE MANAGEMENT DEVELOPMENT 71 TAKE AWAY 72
PART II: LEARNING SERVICE SCORECARD
CHAPTER 5: UNDERSTANDING THE SERVICE SCORECARD .. . .75 ELEMENTS OF
SERVICE-BASED BUSINESSES 78 RATIONALE FOR SERVICE SCORECARD 81
BENEFITS AND CHALLENGES OF THE SERVICE SCORECARD 81
RESULTS OF USING THE SERVICE SCORECARD 83 DESIGN OF THE SERVICE
SCORECARD 84
THE GLACIER 87
SERVICE PERFORMANCE INDEX, SPIN 94
TAKE AWAY 96
CHAPTER 6: DESIGNING A SERVICE SCORECARD 97
AN EMPIRICAL INVESTIGATION OF THE MEASUREMENTS ALIGNMENT PROCESS 98
BALANCE BETWEEN INNOVATION AND CONTINUOUS IMPROVEMENT 100
IMAGE 4
CONTENTS IS
ANALYZING THE REQUIREMENTS OF PERFORMANCE
MEASUREMENT SYSTEMS 101
PERFORMANCE MEASUREMENT SYSTEMS FOR SERVICES 103
SERVQUAL FRAMEWORK 104
SERVICE CHAIN FRAMEWORK 104
SERVICE MODEL 105
OTHER SERVICE MODELS 105
ELEMENTS OF THE SERVICE SCORECARD 107
TAKE AWAY 113
CHAPTER 7: LEADERSHIP AND ACCELERATION 115
LEADERSHIP 117
TRANSFORMATIONAL AND TRANSACTIONAL LEADERSHIP 119
LEADERSHIP MEASUREMENTS 120
ACCELERATION 123
TAKE AWAY 128
CHAPTER 8: COLLABORATION . 129
DRIVERS OF COLLABORATION 130
MEASURES OF COLLABORATION 134
COLLABORATION AND THE SERVICE SCORECARD 136 STEPS TO A SUCCESSFUL
PARTNERSHIP 139
. CASES 140
TAKE AWAY 142
CHAPTER 9: INNOVATION AND EXECUTION 143
EMPLOYEE ENGAGEMENT AND INNOVATION 144 EMPLOYEE-DRIVEN INNOVATION 146
INNOVATION MEASURES 149
EXECUTION 153
IMPLEMENTING EXECUTION MEASURES 155
EXECUTION IN SERVICE SCORECARD 158
TAKE AWAY 161
FIVE STEPS OF SIX SIGMA FOR SERVICES METHODOLOGY 162
IMAGE 5
X A COMPLETE AND BALANCED SERVICE SCORECARD
CHAPTER 10: RETENTION AND GROWTH 173
CUSTOMER SOLUTIONS AND CUSTOMER RETENTION. . 174 RETENTION MEASURES 176
IMPLEMENTING RETENTION MEASURES 179
GROWTH 180
IDEA MANAGEMENT FOR SERVICE INNOVATION 187 IMPLEMENTING GROWTH IN
SERVICE SCORECARD . . . 189 TAKE AWAY 191
PART III: PRACTICING SERVICE SCORECARD
CHAPTER 11: IMPLEMENTATION OF THE SERVICE SCORECARD 195
APPROACH TO IMPLEMENTING THE SERVICE SCORECARD 196
COMMITTING TO THE FUNDAMENTAL BUSINESS STRATEGY OF SUSTAINED PROFITABLE
GROWTH 197 4P MODEL OF PROCESS MANAGEMENT FOR SERVICES 198
EXECUTIVE UNDERSTANDING OF THE SERVICE SCORECARD AND ITS ELEMENTS 201
LEADERSHIP ENDORSEMENT OF THE SERVICE ; SCORECARD 202
STRATEGIC AND ORGANIZATIONAL ALIGNMENT 202 PLANNING FOR THE SERVICE
SCORECARD 204
TAKE AWAY 214
CHAPTER 12: INTEGRATION OF SERVICE SCORECARD AND IMPROVEMENT INITIATIVES
215
PERFORMANCE INITIATIVES 218
THE 4P MODEL FOR PROCESS EXCELLENCE 220 LEAN FOR STREAMLINING PROCESSES
222
SIX SIGMA FOR PERFECTING PROCESSES 224
SERVICE INNOVATION FOR NEW SOLUTIONS 226 UTILIZING SERVICE SCORECARD TO
SYNERGIZE IMPROVEMENT INITIATIVES 230
TAKE AWAY 231
IMAGE 6
CONTENTS. XI
CHAPTER 13: SERVICE SCORECARD VALIDATION 233
SIX SIGMA BUSINESS SCORECARD EXPERIENCE 233 RESEARCH ROUNDTABLE ON
SERVICE MEASUREMENT (BOSTON) 234
VALIDATION OF INDIVIDUAL SERVICE SCORECARD ELEMENTS 236
VALIDATION OF SIMILAR METHODOLOGIES AND FRAMEWORKS 242
VALIDATION OF THE SERVICE SCORECARD 247
TAKE AWAY 250
CHAPTER 14: BEST PRACTICES 251
GROWTH 252
LEADERSHIP 253
ACCELERATION 255
COLLABORATION 257
INNOVATION 260
EXECUTION 262
RETENTION 264
TAKE AWAY 267
FINAL THOUGHTS 269
BIBLIOGRAPHY 275
INDEX 283
|
| adam_txt |
IMAGE 1
A COMPLETE AND BALANCED
SERVICE SCORECARD
CREATING VALUE THROUGH SUSTAINED PERFORMANCE IMPROVEMENT
RAJESH K. TYAGI PRAVEEN GUPTA
IMAGE 2
CONTENTS
ACKNOWLEDGMENTS XIII
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
SERVICE INDUSTRY COMPONENTS 4
BUSINESS PERFORMANCE MEASUREMENT CHALLENGES IN THE SERVICE INDUSTRY 5
THE BALANCED SCORECARD 6
BUSINESS PERFORMANCE EVOLUTION 8
SERVICE SCORECARD 14
ESTABLISHING THE SERVICE SCORECARD MEASUREMENTS 17
TAKE AWAY 18
CHAPTER 2 PERFORMANCE CHALLENGES IN THE SERVICE SECTOR 19
EXAMPLES AND DRAWBACKS OF PERFORMANCE MEASUREMENT SYSTEMS 20
PERFORMANCE MEASUREMENT FOR SERVICE 22 PERFORMANCE MEASUREMENT
CHALLENGES IN SERVICES 25
MAJOR CHALLENGES 29
CASE STUDIES OF PERFORMANCE MEASUREMENT IN THE SERVICE SECTOR 35
TAKE AWAY 38
IMAGE 3
VIII A COMPLETE AND BALANCED SERVICE SCORECARD
CHAPTER 3: SIX SIGMA FOR SERVICES 39
SIX SIGMA AND SERVICE 40
SIX SIGMA METHODOLOGY OVERVIEW 41
DESIGN FOR SIX SIGMA FOR SERVICES (DFSS) 45 AXIOM-BASED SERVICE DESIGN
MODEL 46
USING AXIOMS FOR DESIGNING SERVICES 49 IMPLEMENTING SIX SIGMA IN SERVICE
ORGANIZATIONS 52
SIX SIGMA ENHANCEMENTS 54
TAKE AWAY 55
CHAPTER 4: PERFORMANCE MANAGEMENT FOR SERVICES . . 57
PERFORMANCE MANAGEMENT CHALLENGES IN SERVICES 58
COMPARATIVE ANALYSIS OF PERFORMANCE MEASUREMENT SYSTEMS 58
SCORECARDS VERSUS QUALITY PROGRAMS 64
PERFORMANCE MANAGEMENT DEVELOPMENT 71 TAKE AWAY 72
PART II: LEARNING SERVICE SCORECARD
CHAPTER 5: UNDERSTANDING THE SERVICE SCORECARD . . .75 ELEMENTS OF
SERVICE-BASED BUSINESSES 78 RATIONALE FOR SERVICE SCORECARD 81
BENEFITS AND CHALLENGES OF THE SERVICE SCORECARD 81
RESULTS OF USING THE SERVICE SCORECARD 83 DESIGN OF THE SERVICE
SCORECARD 84
THE GLACIER 87
SERVICE PERFORMANCE INDEX, SPIN 94
TAKE AWAY 96
CHAPTER 6: DESIGNING A SERVICE SCORECARD 97
AN EMPIRICAL INVESTIGATION OF THE MEASUREMENTS ALIGNMENT PROCESS 98
BALANCE BETWEEN INNOVATION AND CONTINUOUS IMPROVEMENT 100
IMAGE 4
CONTENTS IS
ANALYZING THE REQUIREMENTS OF PERFORMANCE
MEASUREMENT SYSTEMS 101
PERFORMANCE MEASUREMENT SYSTEMS FOR SERVICES 103
SERVQUAL FRAMEWORK 104
SERVICE CHAIN FRAMEWORK 104
SERVICE MODEL 105
OTHER SERVICE MODELS 105
ELEMENTS OF THE SERVICE SCORECARD 107
TAKE AWAY 113
CHAPTER 7: LEADERSHIP AND ACCELERATION 115
LEADERSHIP 117
TRANSFORMATIONAL AND TRANSACTIONAL LEADERSHIP 119
LEADERSHIP MEASUREMENTS 120
ACCELERATION 123
TAKE AWAY 128
CHAPTER 8: COLLABORATION . 129
DRIVERS OF COLLABORATION 130
MEASURES OF COLLABORATION 134
COLLABORATION AND THE SERVICE SCORECARD 136 STEPS TO A SUCCESSFUL
PARTNERSHIP 139
. CASES 140
TAKE AWAY 142
CHAPTER 9: INNOVATION AND EXECUTION 143
EMPLOYEE ENGAGEMENT AND INNOVATION 144 EMPLOYEE-DRIVEN INNOVATION 146
INNOVATION MEASURES 149
EXECUTION 153
IMPLEMENTING EXECUTION MEASURES 155
EXECUTION IN SERVICE SCORECARD 158
TAKE AWAY 161
FIVE STEPS OF SIX SIGMA FOR SERVICES METHODOLOGY 162
IMAGE 5
X \ A COMPLETE AND BALANCED SERVICE SCORECARD
CHAPTER 10: RETENTION AND GROWTH 173
CUSTOMER SOLUTIONS AND CUSTOMER RETENTION. . 174 RETENTION MEASURES 176
IMPLEMENTING RETENTION MEASURES 179
GROWTH 180
IDEA MANAGEMENT FOR SERVICE INNOVATION 187 IMPLEMENTING GROWTH IN
SERVICE SCORECARD . . . 189 TAKE AWAY 191
PART III: PRACTICING SERVICE SCORECARD
CHAPTER 11: IMPLEMENTATION OF THE SERVICE SCORECARD 195
APPROACH TO IMPLEMENTING THE SERVICE SCORECARD 196
COMMITTING TO THE FUNDAMENTAL BUSINESS STRATEGY OF SUSTAINED PROFITABLE
GROWTH 197 4P MODEL OF PROCESS MANAGEMENT FOR SERVICES 198
EXECUTIVE UNDERSTANDING OF THE SERVICE SCORECARD AND ITS ELEMENTS 201
LEADERSHIP ENDORSEMENT OF THE SERVICE ; SCORECARD 202
STRATEGIC AND ORGANIZATIONAL ALIGNMENT 202 PLANNING FOR THE SERVICE
SCORECARD 204
TAKE AWAY 214
CHAPTER 12: INTEGRATION OF SERVICE SCORECARD AND IMPROVEMENT INITIATIVES
215
PERFORMANCE INITIATIVES 218
THE 4P MODEL FOR PROCESS EXCELLENCE 220 LEAN FOR STREAMLINING PROCESSES
222
SIX SIGMA FOR PERFECTING PROCESSES 224
SERVICE INNOVATION FOR NEW SOLUTIONS 226 UTILIZING SERVICE SCORECARD TO
SYNERGIZE IMPROVEMENT INITIATIVES 230
TAKE AWAY 231
IMAGE 6
CONTENTS. XI
CHAPTER 13: SERVICE SCORECARD VALIDATION 233
SIX SIGMA BUSINESS SCORECARD EXPERIENCE 233 RESEARCH ROUNDTABLE ON
SERVICE MEASUREMENT (BOSTON) 234
VALIDATION OF INDIVIDUAL SERVICE SCORECARD ELEMENTS 236
VALIDATION OF SIMILAR METHODOLOGIES AND FRAMEWORKS 242
VALIDATION OF THE SERVICE SCORECARD 247
TAKE AWAY 250
CHAPTER 14: BEST PRACTICES 251
GROWTH 252
LEADERSHIP 253
ACCELERATION 255
COLLABORATION 257
INNOVATION 260
EXECUTION 262
RETENTION 264
TAKE AWAY 267
FINAL THOUGHTS 269
BIBLIOGRAPHY 275
INDEX 283 |
| any_adam_object | 1 |
| any_adam_object_boolean | 1 |
| author | Tyagi, Rajesh Kumar Gupta, Praveen |
| author_facet | Tyagi, Rajesh Kumar Gupta, Praveen |
| author_role | aut aut |
| author_sort | Tyagi, Rajesh Kumar |
| author_variant | r k t rk rkt p g pg |
| building | Verbundindex |
| bvnumber | BV035180321 |
| callnumber-first | H - Social Science |
| callnumber-label | HD9980 |
| callnumber-raw | HD9980.5 |
| callnumber-search | HD9980.5 |
| callnumber-sort | HD 49980.5 |
| callnumber-subject | HD - Industries, Land Use, Labor |
| classification_rvk | QR 560 |
| ctrlnum | (OCoLC)191898203 (DE-599)GBV562448217 |
| dewey-full | 658.3/125 |
| dewey-hundreds | 600 - Technology (Applied sciences) |
| dewey-ones | 658 - General management |
| dewey-raw | 658.3/125 |
| dewey-search | 658.3/125 |
| dewey-sort | 3658.3 3125 |
| dewey-tens | 650 - Management and auxiliary services |
| discipline | Wirtschaftswissenschaften |
| discipline_str_mv | Wirtschaftswissenschaften |
| edition | 1. printing |
| format | Book |
| fullrecord | <?xml version="1.0" encoding="UTF-8"?><collection xmlns="http://www.loc.gov/MARC21/slim"><record><leader>02535nam a2200553 c 4500</leader><controlfield tag="001">BV035180321</controlfield><controlfield tag="003">DE-604</controlfield><controlfield tag="005">20081219 </controlfield><controlfield tag="007">t</controlfield><controlfield tag="008">081125s2008 d||| |||| 00||| eng d</controlfield><datafield tag="010" ind1=" " ind2=" "><subfield code="a">2008005436</subfield></datafield><datafield tag="020" ind1=" " ind2=" "><subfield code="a">0131986007</subfield><subfield code="c">hbk. : alk. paper</subfield><subfield code="9">0-13-198600-7</subfield></datafield><datafield tag="020" ind1=" " ind2=" "><subfield code="a">9780131986008</subfield><subfield code="9">978-0-13-198600-8</subfield></datafield><datafield tag="035" ind1=" " ind2=" "><subfield code="a">(OCoLC)191898203</subfield></datafield><datafield tag="035" ind1=" " ind2=" "><subfield code="a">(DE-599)GBV562448217</subfield></datafield><datafield tag="040" ind1=" " ind2=" "><subfield code="a">DE-604</subfield><subfield code="b">ger</subfield><subfield code="e">aacr</subfield></datafield><datafield tag="041" ind1="0" ind2=" "><subfield code="a">eng</subfield></datafield><datafield tag="049" ind1=" " ind2=" "><subfield code="a">DE-703</subfield></datafield><datafield tag="050" ind1=" " ind2="0"><subfield code="a">HD9980.5</subfield></datafield><datafield tag="082" ind1="0" ind2=" "><subfield code="a">658.3/125</subfield><subfield code="2">22</subfield></datafield><datafield tag="084" ind1=" " ind2=" "><subfield code="a">QR 560</subfield><subfield code="0">(DE-625)142061:</subfield><subfield code="2">rvk</subfield></datafield><datafield tag="100" ind1="1" ind2=" "><subfield code="a">Tyagi, Rajesh Kumar</subfield><subfield code="e">Verfasser</subfield><subfield code="4">aut</subfield></datafield><datafield tag="245" ind1="1" ind2="0"><subfield code="a">A complete and balanced service scorecard</subfield><subfield code="b">creating value through sustained performance improvement</subfield><subfield code="c">Rajesh K. Tyagi ; Praveen Gupta</subfield></datafield><datafield tag="250" ind1=" " ind2=" "><subfield code="a">1. printing</subfield></datafield><datafield tag="264" ind1=" " ind2="1"><subfield code="a">Upper Saddle River, NJ</subfield><subfield code="b">FT Press</subfield><subfield code="c">2008</subfield></datafield><datafield tag="300" ind1=" " ind2=" "><subfield code="a">XXV, 293 S.</subfield><subfield code="b">graph. Darst.</subfield><subfield code="c">24 cm</subfield></datafield><datafield tag="336" ind1=" " ind2=" "><subfield code="b">txt</subfield><subfield code="2">rdacontent</subfield></datafield><datafield tag="337" ind1=" " ind2=" "><subfield code="b">n</subfield><subfield code="2">rdamedia</subfield></datafield><datafield tag="338" ind1=" " ind2=" "><subfield code="b">nc</subfield><subfield code="2">rdacarrier</subfield></datafield><datafield tag="500" ind1=" " ind2=" "><subfield code="a">Literaturverz. S. 275-282</subfield></datafield><datafield tag="500" ind1=" " ind2=" "><subfield code="a">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</subfield></datafield><datafield tag="650" ind1=" " ind2="0"><subfield code="a">Service industries / Management</subfield></datafield><datafield tag="650" ind1=" " ind2="0"><subfield code="a">Performance / Measurement</subfield></datafield><datafield tag="650" ind1=" " ind2="0"><subfield code="a">Customer services</subfield></datafield><datafield tag="650" ind1=" " ind2="0"><subfield code="a">Total quality management</subfield></datafield><datafield tag="650" ind1=" " ind2="7"><subfield code="a">Kwaliteitsverbetering</subfield><subfield code="2">gtt</subfield></datafield><datafield tag="650" ind1=" " ind2="7"><subfield code="a">Kwaliteitszorg</subfield><subfield code="2">gtt</subfield></datafield><datafield tag="650" ind1=" " ind2="4"><subfield code="a">Customer services</subfield></datafield><datafield tag="650" ind1=" " ind2="4"><subfield code="a">Performance</subfield><subfield code="x">Measurement</subfield></datafield><datafield tag="650" ind1=" " ind2="4"><subfield code="a">Service industries</subfield><subfield code="x">Management</subfield></datafield><datafield tag="650" ind1=" " ind2="4"><subfield code="a">Total quality management</subfield></datafield><datafield tag="650" ind1="0" ind2="7"><subfield code="a">Dienstleistungsbetrieb</subfield><subfield code="0">(DE-588)4012181-1</subfield><subfield code="2">gnd</subfield><subfield code="9">rswk-swf</subfield></datafield><datafield tag="650" ind1="0" ind2="7"><subfield code="a">Management</subfield><subfield code="0">(DE-588)4037278-9</subfield><subfield code="2">gnd</subfield><subfield code="9">rswk-swf</subfield></datafield><datafield tag="689" ind1="0" ind2="0"><subfield code="a">Dienstleistungsbetrieb</subfield><subfield code="0">(DE-588)4012181-1</subfield><subfield code="D">s</subfield></datafield><datafield tag="689" ind1="0" ind2="1"><subfield code="a">Management</subfield><subfield code="0">(DE-588)4037278-9</subfield><subfield code="D">s</subfield></datafield><datafield tag="689" ind1="0" ind2=" "><subfield code="5">DE-604</subfield></datafield><datafield tag="700" ind1="1" ind2=" "><subfield code="a">Gupta, Praveen</subfield><subfield code="e">Verfasser</subfield><subfield code="4">aut</subfield></datafield><datafield tag="856" ind1="4" ind2="2"><subfield code="m">GBV Datenaustausch</subfield><subfield code="q">application/pdf</subfield><subfield code="u">http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=016987091&sequence=000001&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA</subfield><subfield code="3">Inhaltsverzeichnis</subfield></datafield><datafield tag="999" ind1=" " ind2=" "><subfield code="a">oai:aleph.bib-bvb.de:BVB01-016987091</subfield></datafield></record></collection> |
| id | DE-604.BV035180321 |
| illustrated | Illustrated |
| index_date | 2024-07-02T22:57:39Z |
| indexdate | 2024-07-09T21:26:50Z |
| institution | BVB |
| isbn | 0131986007 9780131986008 |
| language | English |
| lccn | 2008005436 |
| oai_aleph_id | oai:aleph.bib-bvb.de:BVB01-016987091 |
| oclc_num | 191898203 |
| open_access_boolean | |
| owner | DE-703 |
| owner_facet | DE-703 |
| physical | XXV, 293 S. graph. Darst. 24 cm |
| publishDate | 2008 |
| publishDateSearch | 2008 |
| publishDateSort | 2008 |
| publisher | FT Press |
| record_format | marc |
| spelling | Tyagi, Rajesh Kumar Verfasser aut A complete and balanced service scorecard creating value through sustained performance improvement Rajesh K. Tyagi ; Praveen Gupta 1. printing Upper Saddle River, NJ FT Press 2008 XXV, 293 S. graph. Darst. 24 cm txt rdacontent n rdamedia nc rdacarrier Literaturverz. S. 275-282 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 Service industries / Management Performance / Measurement Customer services Total quality management Kwaliteitsverbetering gtt Kwaliteitszorg gtt Performance Measurement Service industries Management Dienstleistungsbetrieb (DE-588)4012181-1 gnd rswk-swf Management (DE-588)4037278-9 gnd rswk-swf Dienstleistungsbetrieb (DE-588)4012181-1 s Management (DE-588)4037278-9 s DE-604 Gupta, Praveen Verfasser aut GBV Datenaustausch application/pdf http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=016987091&sequence=000001&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA Inhaltsverzeichnis |
| spellingShingle | Tyagi, Rajesh Kumar Gupta, Praveen A complete and balanced service scorecard creating value through sustained performance improvement Service industries / Management Performance / Measurement Customer services Total quality management Kwaliteitsverbetering gtt Kwaliteitszorg gtt Performance Measurement Service industries Management Dienstleistungsbetrieb (DE-588)4012181-1 gnd Management (DE-588)4037278-9 gnd |
| subject_GND | (DE-588)4012181-1 (DE-588)4037278-9 |
| title | A complete and balanced service scorecard creating value through sustained performance improvement |
| title_auth | A complete and balanced service scorecard creating value through sustained performance improvement |
| title_exact_search | A complete and balanced service scorecard creating value through sustained performance improvement |
| title_exact_search_txtP | A complete and balanced service scorecard creating value through sustained performance improvement |
| title_full | A complete and balanced service scorecard creating value through sustained performance improvement Rajesh K. Tyagi ; Praveen Gupta |
| title_fullStr | A complete and balanced service scorecard creating value through sustained performance improvement Rajesh K. Tyagi ; Praveen Gupta |
| title_full_unstemmed | A complete and balanced service scorecard creating value through sustained performance improvement Rajesh K. Tyagi ; Praveen Gupta |
| title_short | A complete and balanced service scorecard |
| title_sort | a complete and balanced service scorecard creating value through sustained performance improvement |
| title_sub | creating value through sustained performance improvement |
| topic | Service industries / Management Performance / Measurement Customer services Total quality management Kwaliteitsverbetering gtt Kwaliteitszorg gtt Performance Measurement Service industries Management Dienstleistungsbetrieb (DE-588)4012181-1 gnd Management (DE-588)4037278-9 gnd |
| topic_facet | Service industries / Management Performance / Measurement Customer services Total quality management Kwaliteitsverbetering Kwaliteitszorg Performance Measurement Service industries Management Dienstleistungsbetrieb Management |
| url | http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=016987091&sequence=000001&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA |
| work_keys_str_mv | AT tyagirajeshkumar acompleteandbalancedservicescorecardcreatingvaluethroughsustainedperformanceimprovement AT guptapraveen acompleteandbalancedservicescorecardcreatingvaluethroughsustainedperformanceimprovement |