The purpose of this book is to provide a comprehensive theoretical framework as well as practical strategies—not just for survival but for a true search for excellence in the uncertain and ever-changing world of customer service management.  The theoretical framework is based on the notion that customer service contains three key variables: a promise, a process, and people. After going through the step-by-step process of service management, the reader will have the necessary understanding and skill to choose the right strategy for the right circumstances, to design service processes, to identify the means and methods to implement these processes, and to measure the outcome.  

Designing Service Metrics

Designing service metrics

A hundred objective measurements didn't sum the worth of a garden; only the delight of its users did that. Only the use made it mean something.

—Lois McMaster Bujold55


After completing this chapter, you should be able to recognize

  • What metrics are and how they apply to service organizations
  • Measures used in strategy formulation
  • Measures used to develop and monitor the service process
  • Measures used to develop and monitor service providers

Service Metrics

“To manage it, you need to measure it.” This phrase has long been known in management literature. No service design process is complete without the development of appropriate metrics to measure the success of the design. Measurements can be one of the most powerful and motivational—but also challenging—tools at our ...

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