TY  - GEN
AU  - Tyagi, Rajesh K.
AU  - Gupta, Praveen
TI  - A complete and balanced service scorecard: creating value through sustained performance improvement
SN  - 9788131724712
U1  - 658.4013 
PY  - 2008///
CY  - New Delhi
PB  - Dorling Kindersley/Pearson Education
KW  - Service industries - Management
KW  - Performance - Measurement
KW  - Customer services
KW  - Total quality management
N1  - Includes bibliographical references (p. 275-282) and index
N2  - 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 Rajesh K. Tyagi and Praveen Gupta systematically update outdated business scorecards originally created for manufacturing firms,  replacing them with new measures that fully maximize your investments in people,  services, 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
ER  -