Paulreed: Created page with "The Balanced Scorecard is skewed towards MFG orgs but can be used for Service orgs. Fitzgerald and Moon others have developed more service focussed measures Difficulties..."

2010-12-27T16:22:16Z

Created page with "The Balanced Scorecard is skewed towards MFG orgs but can be used for Service orgs. Fitzgerald and Moon others have developed more service focussed measures Difficulties..."

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The [[Balanced Scorecard]] is skewed towards MFG orgs but can be used for Service orgs. [[Fitzgerald and Moon]] others have developed more service focussed measures

Difficulties of measuing services
* Service is person driven and can vary widely depnding on the person
* Consumtption of Production and Service is inseparable (Railway journey)
* Most services are intangible and perishable - making measurement difficult

Three solutions
* Meaure satisfaction of service - complaint letters
* Measure during the service - Mystery shopper
* make Tangibles surrogates for intangibles - Wiating envireonment as well as waiting times

6 Dimensions of service performance

RESULTS..........................................................................................Disneyland
* Competitiveness - mkt share, sales growth.......................................mkt share - theme parks, revenue growth
* Financial performance - Profitability.................................................Profitability of the theme parks and operating divisions
DETERMINANTS / DRIVERS
Quality of service - Reliability, Courtesy, Cleanliness...........................of the staff, restaurants, litter
Flexibility - Volume, speed, specification.............................................coping with peak times, seasons
Resource Utilization - Productivity Efficiency........................................Keeping rides going, little down time
Innovation - of process.....................................................................New attractions

Must be
* Top Down
* Aligned with strategy and other operations

Issues
* Does it necessarily result in operating success - Too many variables. Some are too big to overcome Oil price at a courtese airline
* Too successful - spare capacity - lay-offs
* Reduces rework and expediting
* Choice of the right dimensioins must be used to develop standards and must be linkes to rewards, recognition and feedback

[[Category:Operations]]

Serviced-Based Performance Management - Revision history

Paulreed: Created page with "The Balanced Scorecard is skewed towards MFG orgs but can be used for Service orgs. Fitzgerald and Moon others have developed more service focussed measures Difficulties..."