Editorial Review:
Praise for A 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 of The 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
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Customer Reviews
Average Customer Rating: 
A very good reading to improve your organisation  2008-12-28
This book is very valuable for organisations in the "what's next" stage of their lifetime. It focusses on improving and provides good tools. Read it, use it, and you will end the next year with a smiling organisation.
A great read for those involved in enhancing business performance  2008-07-27
The 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.
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