Guiding readers through each stage in the design and implementation of service operations, this book combines lively examples that are easy to relate to with clearly explained theory. Readers are introduced to the main differences between managing services to managing products and given a concise induction into the core principles of operations management. The text then maps out each consecutive stage in the life of a service, from the initial business proposal for a new service, through market research practices, to the development and implementation of a service and concludes with the termination and disposal of a service.

Evaluation and Performance Measurement

Evaluation and performance measurement

If you think good design is expensive, look how much bad design costs.

Martyn Denny, Sales and Marketing Director, Aqualisa

‘Benchmarking is the continuous process of measuring products, services and practices against the toughest competitiors or those companies recognised as industry leaders (best in class).’

The Xerox Corporation

In this chapter aspects of performance measurement will be covered. The McKinsey consultancy firm are renowned for their belief that what cannot be measured cannot be managed. So the question arises, how can a manager decide what to measure to shed light on how the organization is performing.

Learning Outcomes

When you have completed this chapter you should be able to:

  • Identify key performance measures.
  • Explain the Balanced Scorecard.
  • Assess the role of benchmarking.

So, managing successful products and services ...

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