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

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9780131986008: A Complete and Balanced Service Scorecard: Creating Value Through Sustained Performance Improvement

In the U.S., service related activities have become dominant aspects of the economy and currently account for well over 50% of our GNP. The authors' framework eliminates outdated, low-value techniques originally created for manufacturing firms, replacing them with advanced techniques that fully leverage your investments in technology. Tyagi and Gupta begin by explaining why conventional balanced scorecard approaches don't work well for service organizations, discussing issues ranging from the inherent variability of customers, servers, and processes, the crucial importance of engagement, and the unique challenges of service innovation. Next, they introduce a Service Scorecard framework that encompasses the seven key elements of service organization success: Growth, Leadership, Acceleration, Collaboration, Innovation, Execution, and Retention. You'll learn how to set clear performance targets at the function and business level; benchmark performance against best practices; identify improvement opportunities; and capture performance data that offers a leading indicator for financials. Their proven approach is designed for easy understanding and implementation without the need for expensive consultants. Simply put, it offers today's most direct path to measuring performance and optimizing business value in any service organization.

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From the Back Cover:

Praise forA Complete and Balanced Service Scorecard

 

“This is a must read for any executive of a services organization who is serious about sustainable profitable growth.”

Steve DuBrow, President and Managing Director of the Americas Region, i-nexus

 

"Understanding service process and performance measurement are essential in global economy today. This book provides key insights and methods for getting a grip on the performance of any service business."

Professor Andy Neely, Director of Research, Cranfield School of Management, and author ofThe Performance Prism

 

“Gupta and Tyagi further extend the scorecard framework Gupta pioneered into another area of business ripe for metrics. Organizations who wish to grow would do well by reading and adopting their scorecard methodology.”

William Dunn, President, Dunn Solutions Group

 

“A very thoughtful and practical approach to build and sustain an environment of continuous improvement and innovation...a must read for managers.”

Rohit Kapoor, President and Chief Operating Officer, EXLService

 

"This is a remarkable book about corporate performance! By illustrating real-life case studies, the authors solidify their argument that Service Scorecard can be an extraordinarily effective tool in empowering the service side to materially affect profit margins in any company."

Peter Traynor, Editor in Chief,Dashboard Insight, Canada

 

“With all the tips to deploy the Service Scorecard, this is an excellent framework to sustain profitable growth in the service industry.”

Rodrigo Carrillo, Managing Director, DINAMO Value Partners, Mexico

 

“The authors have done an excellent job of integrating important business concepts, such as the balanced scorecard, performance management, and innovation, as well as demonstrating how to apply them effectively in a service environment. Executives are likely to learn a great deal about how to improve their service-oriented businesses by reading this book. I highly recommend it.”

Roger Hoerl, Manager of Applied Statistics Laboratory, GE Global Research Center

 

Use the Service Scorecard to Dramatically Improve Performance in Service Organizations

 

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 world's 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 book's proven performance framework is designed for sustaining profitable growth. Simply put, it offers today's most direct path to measuring performance and optimizing business value in any service business.

 

  Adapt current business scorecards to work for service businesses

    Design the scorecard to reflect everything that makes service businesses unique and inherently variable

 

  Refocus scorecarding on the service organization's unique success factors

    Target the seven measurement areas that link most tightly to service performance

 

  Overcome the obstacles to Service Scorecard implementation

    Plan, align, train, validate, adjust, and institutionalize your Service Scorecard

 

  Integrate the Service Scorecard with your other improvement initiatives

    Use scorecards to complement Six Sigma, ISO 9000, CMMI, ITIL, or other organization-specific programs

 

About the Author:

Dr. Rajesh Kumar Tyagi joined HEC Montreal as an Assistant Professor of Logistics and Operations Management in June 2008. Earlier, Dr. Tyagi was a faculty member at the Department of Management, College of Commerce, DePaul University. Professor Tyagi teaches Service Operations, Operations Management, and Quality Management. Dr. Tyagi has also taught service operations and operations management at Kellogg School of Management, at Northwestern University, and in East Europe and Southeast Asia. His current research and consulting interests are in areas of service delivery chain design, service performance management, measurement of service quality, Six Sigma applications in the services sector, and design of a reverse supply chain. He has more than 12 publications in scientific and technology journals and has presented at various national and international conferences. He is the co-author of Six Sigma for Transactions and Service.

 

Professor Tyagi also co-founded a biomedical device manufacturing company in Singapore. Professor Tyagi is a consultant to an early-stage venture fund and also consults on operations and technology management issues for early-stage companies and established corporations. He obtained his Ph.D. in Engineering at the University of Ottawa, Canada, and his MBA from the Kellogg School of Management, Northwestern University.

 

Praveen Gupta, president of Accelper Consulting (www.accelper.com), developed the Six Sigma Business Scorecard that has been recognized worldwide for its innovative approach to corporate performance, ease of implementation, and importance to sustained profitable growth. Praveen has also developed a Business Innovation framework, and pioneered the Six Sigma methodology at Motorola, and the 4P Model for process management. Integration and adaptation of these methods to service operations have been addressed in continuing work for sustaining profitable growth and creating success opportunities for leadership and employees.

Praveen’s experience at working with dozens of companies in the manufacturing, service, and software industries has given him a uniquely holistic perspective on business performance. Praveen teaches his methods and tools at Illinois Institute of Technology and at DePaul University to graduate students in the IT and Management departments.

 

Praveen has led several organizations in improving their operations and financial performance using Business Scorecard, Six Sigma, Business Innovation, and the 4P model. He frequently speaks in conferences and seminars around the world.

 

Praveen holds BS and MS degrees from Indian Institute of Technology, Roorkee, and Illinois Institute of Technology, respectively. Prior to founding his consulting company, Praveen worked at Motorola and AT&T Bell Laboratories.

 

Besides his books on scorecards, Praveen has authored Business Innovation in the 21st Century, Stat Free Six Sigma, Improving Healthcare Quality and Cost with Six Sigma, and The Six Sigma Performance Handbook. Praveen regularly writes for various publications and is the Editor of the International Journal of Innovation Science being launched in 2009.

 

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Tyagi, Rajesh K., Gupta, Praveen K.
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Tyagi, Rajesh K.; Gupta, Praveen K.
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