A Complete and Balanced Service Scorecard: Creating Value Through Sustained Performance Improvement Review

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A Complete and Balanced Service Scorecard: Creating Value Through Sustained Performance Improvement ReviewThe Service Scorecard comprehensively explores the service environment and how performance measurement framework needs to be different given the challenges in measuring services. Most literature on performance measurement has focused on products which are tangible (and can more easily be subjected to quality testing), while service is largely an intangible. The book does an excellent job at creating a modified framework using seven categories of measures acronymed GLACIER and consolidating all the measures into a single performance index.
Tyagi and Gupta have shared their view on a spectrum of measurement systems - from Balanced Scorecard, Performance Prism, Six Sigma Business Scorecard to quality models like EQFM and Baldridge. Through their comparative analysis they have tried to build on the strengths of these systems to develop their framework.
The chapter on Best Practices provides a variety of examples from service-oriented companies on how they have used one or more of the service performance measures to excel and create a competitive advantage. It was facinating to read examples on how choosing the right measure is critical - depending on the measure you could be focused on cost reduction and miss the opportunity for greater value addition. I would highly recommend this book to all executives involved in enhancing corporate performance - particularly for those focused on the service industry.A Complete and Balanced Service Scorecard: Creating Value Through Sustained Performance Improvement Overview

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