Summary of A Complete and Balanced Service Scorecard

Creating Value Through Sustained Performance Improvement

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A Complete and Balanced Service Scorecard book summary
Numerous systems enable manufacturers to measure performance; now there’s a system for service firms.


8 Overall

9 Applicability

7 Innovation

7 Style


Manufacturers rely on the Six Sigma Business Scorecard, which author Praveen Gupta designed. To provide service companies with a similar tool, Gupta and co-author Rajesh K. Tyagi, a service operations expert, jointly developed the “Complete and Balanced Service Scorecard.” They explain how service companies can use this specialized assessment tool to measure and monitor performance, optimize the value of their operations and become stronger organizations. This valuable set of metrics enables service providers – whether for-profit or nonprofit – to assess their activities using a solid business perspective. The only flaws in this high-quality, highly applicable book are its dry presentation and aloof terminology; for instance, it refers to employees as “human assets,” not human beings. Still, Gupta and Tyagi expertly present sophisticated information that service firms can use to gauge and promote superior customer service and employee achievement. getAbstract recommends this top-notch book to service professionals and business process managers who want to ensure that their activities support their organizations’ strategic goals. So if you want to take names and keep score, start here.

In this summary, you will learn

  • How to use the “Complete and Balanced Service Scorecard” for service firms
  • How to handle its seven main elements
  • How to plan implementation


A Measurement System for Service Firms
Manufacturers can choose among numerous systems for measuring performance, including the Balanced Scorecard, Six Sigma Business Scorecard, Performance Prism and Performance Pyramid. Other viable manufacturing audit systems include the Deming framework...
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About the Authors

Rajesh Kumar Tyagi, assistant professor of logistics and operations management at HEC Montreal, is the co-author of Six Sigma for Transactions and Service. Praveen Gupta, president of Accelper Consulting, developed the Six Sigma Business Scorecard.

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