A complete and balanced service scorecard creating value through sustained performance improvement

Cover......Page 1
Contents......Page 8
Acknowledgments......Page 14
About the Authors......Page 16
Foreword......Page 18
Foreword......Page 22
Introduction......Page 24
PART I: Understanding Service Performance......Page 28
 Chapter 1: Performance Management and Scorecards......Page 30
  Service Industry Components......Page 31
  Business Performance Measurement Challenges in the Service Industry......Page 32
  The Balanced Scorecard......Page 33
  Business Performance Evolution......Page 35
  Service Scorecard......Page 41
  Establishing the Service Scorecard Measurements......Page 44
  Take Away......Page 45
 Chapter 2 Performance Challenges in the Service Sector......Page 46
  Examples and Drawbacks of Performance Measurement Systems......Page 47
  Performance Measurement for Service......Page 49
  Performance Measurement Challenges in Services......Page 52
  Major Challenges......Page 56
  Case Studies of Performance Measurement in the Service Sector......Page 62
  Take Away......Page 65
 Chapter 3: Six Sigma for Services......Page 66
  Six Sigma and Service......Page 67
  Six Sigma Methodology Overview......Page 68
  Design for Six Sigma for Services (DFSS)......Page 72
  Axiom-Based Service Design Model......Page 73
  Using Axioms for Designing Services......Page 76
  Implementing Six Sigma in Service Organizations......Page 79
  Six Sigma Enhancements......Page 81
  Take Away......Page 82
 Chapter 4: Performance Management for Services......Page 84
  Comparative Analysis of Performance Measurement Systems......Page 85
  Scorecards Versus Quality Programs......Page 91
  Performance Management Development......Page 98
  Take Away......Page 99
PART II: Learning Service Scorecard......Page 100
 Chapter 5: Understanding the Service Scorecard......Page 102
  Elements of Service-Based Businesses......Page 105
  Benefits and Challenges of the Service Scorecard......Page 108
  Results of Using the Service Scorecard......Page 110
  Design of the Service Scorecard......Page 111
  The GLACIER......Page 114
  Service Performance Index, SPIn......Page 121
  Take Away......Page 123
 Chapter 6: Designing a Service Scorecard......Page 124
  An Empirical Investigation of the Measurements Alignment Process......Page 125
  Balance between Innovation and Continuous Improvement......Page 127
  Analyzing the Requirements of Performance Measurement Systems......Page 128
  Performance Measurement Systems for Services......Page 130
  Service Chain Framework......Page 131
  Other Service Models......Page 132
  Elements of the Service Scorecard......Page 134
  Take Away......Page 140
 Chapter 7: Leadership and Acceleration......Page 142
  Leadership......Page 144
  Transformational and Transactional Leadership......Page 146
  Leadership Measurements......Page 147
  Acceleration......Page 150
  Take Away......Page 155
 Chapter 8: Collaboration......Page 156
  Drivers of Collaboration......Page 157
  Measures of Collaboration......Page 161
  Collaboration and the Service Scorecard......Page 163
  Steps to a Successful Partnership......Page 166
  Cases......Page 167
  Take Away......Page 169
 Chapter 9: Innovation and Execution......Page 170
  Employee Engagement and Innovation......Page 171
  Employee-Driven Innovation......Page 173
  Innovation Measures......Page 176
  Execution......Page 180
  Implementing Execution Measures......Page 182
  Execution in Service Scorecard......Page 185
  Take Away......Page 188
  Five Steps of Six Sigma for Services Methodology......Page 189
 Chapter 10: Retention and Growth......Page 200
  Customer Solutions and Customer Retention......Page 201
  Retention Measures......Page 203
  Implementing Retention Measures......Page 206
  Growth......Page 207
  Idea Management for Service Innovation......Page 214
  Implementing Growth in Service Scorecard......Page 216
  Take Away......Page 218
PART III: Practicing Service Scorecard......Page 220
 Chapter 11: Implementation of the Service Scorecard......Page 222
  Approach to Implementing the Service Scorecard......Page 223
  Committing to the Fundamental Business Strategy of Sustained Profitable Growth......Page 224
  4P Model of Process Management for Services......Page 225
  Executive Understanding of the Service Scorecard and its Elements......Page 228
  Strategic and Organizational Alignment......Page 229
  Planning for the Service Scorecard......Page 231
  Take Away......Page 241
 Chapter 12: Integration of Service Scorecard and Improvement Initiatives......Page 242
  Performance Initiatives......Page 245
  The 4P Model for Process Excellence......Page 247
  Lean for Streamlining Processes......Page 249
  Six Sigma for Perfecting Processes......Page 251
  Service Innovation for New Solutions......Page 253
  Utilizing Service Scorecard to Synergize Improvement Initiatives......Page 257
  Take Away......Page 258
  Six Sigma Business Scorecard Experience......Page 260
  Research Roundtable on Service Measurement (Boston)......Page 261
  Validation of Individual Service Scorecard Elements......Page 263
  Validation of Similar Methodologies and Frameworks......Page 269
  Validation of the Service Scorecard......Page 274
  Take Away......Page 277
 Chapter 14: Best Practices......Page 278
  Growth......Page 279
  Leadership......Page 280
  Acceleration......Page 282
  Collaboration......Page 284
  Innovation......Page 287
  Execution......Page 289
  Retention......Page 291
  Take Away......Page 294
Final Thoughts......Page 296
Bibliography......Page 302
 B......Page 310
 C......Page 311
 E......Page 312
 G......Page 313
 K......Page 314
 O......Page 315
 P......Page 316
 S......Page 317
 V......Page 319
 Z......Page 320