MARC details
| 000 -LEADER |
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| fixed length control field |
02045 a2200241 4500 |
| 008 - FIXED-LENGTH DATA ELEMENTS--GENERAL INFORMATION |
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| fixed length control field |
140323b2008 xxu||||| |||| 00| 0 eng d |
| 020 ## - INTERNATIONAL STANDARD BOOK NUMBER |
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| International Standard Book Number |
9788131724712 |
| 082 ## - DEWEY DECIMAL CLASSIFICATION NUMBER |
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| Classification number |
658.4013 |
| 100 ## - MAIN ENTRY--PERSONAL NAME |
|---|
| Personal name |
Tyagi, Rajesh K. |
| 9 (RLIN) |
57420 |
| 245 ## - TITLE STATEMENT |
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| Title |
A complete and balanced service scorecard: creating value through sustained performance improvement |
| Statement of responsibility, etc. |
Tyagi, Rajesh K. |
| 260 ## - PUBLICATION, DISTRIBUTION, ETC. |
|---|
| Place of publication, distribution, etc. |
New Delhi |
| Name of publisher, distributor, etc. |
Dorling Kindersley/Pearson Education |
| Date of publication, distribution, etc. |
2008 |
| -- |
179402 |
| 300 ## - PHYSICAL DESCRIPTION |
|---|
| Extent |
xxv, 293 p. |
| 365 ## - TRADE PRICE |
|---|
| Price amount |
INR 499.00 |
| 500 ## - GENERAL NOTE |
|---|
| General note |
Includes bibliographical references (p. 275-282) and index. |
| 520 ## - SUMMARY, ETC. |
|---|
| Summary, etc. |
Thousands of organizations are driving value through the use of the business scorecard. Unfortunately, most business scorecards are not designed for service businesses. Now, two of the worlds leading service business performance experts show how to adapt, use, and succeed with the business scorecard in your service organization. Rajesh K. Tyagi and Praveen Gupta systematically update outdated business scorecards originally created for manufacturing firms, replacing them with new measures that fully maximize your investments in people, services, processes, and technology. Tyagi and Gupta introduce a Service Scorecard framework that encompasses seven key elements of service success: Growth, Leadership, Acceleration, Collaboration, Innovation, Execution, and Retention (GLACIER). You learn how to set clear performance targets, benchmark performance, identify improvement opportunities, and capture performance data that offer leading indicators for financial performance. This books proven performance framework is designed for sustaining profitable growth. Simply put, it offers todays most direct path to measuring performance and optimizing business value in any service business. |
| 650 ## - SUBJECT ADDED ENTRY--TOPICAL TERM |
|---|
| Topical term or geographic name entry element |
Service industries - Management |
| 650 ## - SUBJECT ADDED ENTRY--TOPICAL TERM |
|---|
| Topical term or geographic name entry element |
Performance - Measurement |
| 650 ## - SUBJECT ADDED ENTRY--TOPICAL TERM |
|---|
| Topical term or geographic name entry element |
Customer services |
| 650 ## - SUBJECT ADDED ENTRY--TOPICAL TERM |
|---|
| Topical term or geographic name entry element |
Total quality management |
| 700 ## - ADDED ENTRY--PERSONAL NAME |
|---|
| Personal name |
Gupta, Praveen |
| 9 (RLIN) |
57422 |
| 942 ## - ADDED ENTRY ELEMENTS (KOHA) |
|---|
| Koha item type |
Book |
