Performance Measurement in Service Industries
Author: Lin Fitzgerald
Publisher: Cima
Published: 1996
Total Pages: 110
ISBN-13: 9781874784524
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Performance Measurement in Service Businesses
Author: Lin Fitzgerald
Publisher: Cima
Published: 1991
Total Pages: 126
ISBN-13: 9780948036781
DOWNLOAD EBOOKThis book aims to help service managers to develop appropriate measures of business performance to support the creation of a sustainable competitive advantage. Persons either practising or studying management in service organisations who are looking to develop effective measurement systems to monitor and control business performance will benefit from this book.
Measuring Performance for Business Results
Author: M. Zairi
Publisher: Springer Science & Business Media
Published: 2012-12-06
Total Pages: 322
ISBN-13: 9401113025
DOWNLOAD EBOOKFinancial measures have traditionally been the cornerstone of the perform ance measurement system. In recent years, there has been a shift from treating financial figures as the foundation for performance measurement to treating them as one among a broader set of potential financial measures. Changes in cost structures and the manufacturing and competi tive environment have been responsible for the change of emphasis. In today's worldwide competitive environment companies are compet ing in terms of product quality, delivery, reliability, after-sales service and customer satisfaction. None of these variables are measured by traditional financial measures, despite the fact that they represent the major goals of world-class manufacturing companies. By focusing mainly on financial variables there is a danger that the performance reporting system will motivate managers to focus exclusively on cost reduction and short-term profitability and ignore many of the critical factors that determine long-term business success. The key to success, in today's global economy, is total customer satisfaction. To achieve this, companies must develop performance measures that drive employees to control processes that satisfy customer expectations. In particular, performance measures should provide process-level information that motivates employees to achieve the responsiveness and flexibility that companies require to compete on a global basis. Responsiveness is achieved by building relationships that lead to satisfied customers, suppliers and employees. Flexibility is achieved by reducing output variation in proceSfes; for example, the reduction of lead times and delays are both necessary for sustained competitive excellence and long-term profitability.
Performance Measurement and Management for Engineers
Author: Michela Arnaboldi
Publisher: Academic Press
Published: 2014-09-08
Total Pages: 197
ISBN-13: 0128019204
DOWNLOAD EBOOKPerformance Measurement and Management for Engineers introduces key concepts in finance, accounting, and management to project managers who have engineering backgrounds. It focuses these basic concepts on issues of measuring and managing enterprise value. Thus, after defining enterprise value, the book begins by explaining the ways and means of measurement. It then takes up financial measurement, describing and analyzing the typologies of financial indicators while illustrating their advantages and disadvantages. After focusing on measuring enterprise value, the second section takes up managing that value. Like the first, it pursues a double view: using indicators for internal control while employing them to analyze other companies. If engineering project managers possess a source of quantitative and qualitative information about business management, Performance Measurement and Management for Engineers will help them increase their contributions to the business. - Explains how main performance indicators are related to the value of the company - Reveals how to assess the financial needs of companies in relation to their financial goals and mechanisms (e.g., equity, debt, and hybrid) - Describes key information and indicators for assessing the ability of enterprises to create value across time - Indicates the profitability sources of different business units
Performance Measurement for World Class Manufacturing
Author: Brian H. Maskell
Publisher: CRC Press
Published: 1991-07-01
Total Pages: 448
ISBN-13: 9780915299997
DOWNLOAD EBOOKIf your company is adopting world class manufacturing techniques, you'll need new methods of performance measurement to control production variables. In practical terms, this book describes the new methods of performance measurement and how they are used in a changing environment. For manufacturing managers, as well as cost accountants, it provides the theoretical foundation for these innovative methods and is supported by extensive practical examples.
Transforming Performance Measurement
Author: Dean Spitzer
Publisher: AMACOM
Published: 2007-02-09
Total Pages: 312
ISBN-13: 0814430090
DOWNLOAD EBOOKPerformance improvement thought leader Dean Spitzer explains why performance measurement should be less about calculations and analysis and more about the crucial social factors that determine how well the measurements get used. Transforming Performance Measurement presents a breakthrough approach that will not only significantly reduce those dysfunctions, but also promote alignment with business strategy, maximize cross-enterprise integration, and help everyone to work collaboratively to drive value throughout your organization. Spitzer’s "socialization of measurement" process focuses on learning and improvement from measurement, and on the importance of asking such questions as: How well do our measures reflect our business model? How successfully are they driving our strategy? What should we be measuring and not measuring? Are the right people having the right measurement discussions? Performance measurement is a dynamic process that calls for an awareness of the balance necessary between seemingly disparate ideas: the technical and the social aspects of performance measurement. This book gives you assessment tools to gauge where you are now and a roadmap for moving, with little or no disruption, to a more "transformational" and mature measurement system. The book also provides 34 TMAPs, Transformational Measurement Action Plans, which suggest both well-accepted and "emergent" measures (in areas such as marketing, human resources, customer service, knowledge management, productivity, information technology, research and development, costing, and more) that you can use right away. Transforming Performance Measurement tells you not only what to measure, but how to do it -- and in what context -- to make a truly transformational difference in your enterprise.
Business Performance Measurement
Author: Andy Neely
Publisher: Cambridge University Press
Published: 2002-03-07
Total Pages: 386
ISBN-13: 9780521803427
DOWNLOAD EBOOKA multidisciplinary book on performance measurement that will appeal to students, researchers and managers.
Performance Measurement
Author: Luca Quagini
Publisher: Springer Science & Business Media
Published: 2010-08-24
Total Pages: 167
ISBN-13: 3642132359
DOWNLOAD EBOOKBusiness Intelligence (BI) and Performance Management (PM) – the development and delivery of business insight for users and the management of execution based on that insight – are two solution-types that promise to bring great value to enterprises. Yet most organizations haven’t yet realized the elusive bene?ts of these two important disciplines. The reasons for this are manifold. However, the primary causes are the culture of the organization and it leadership. This is a topic, which I’ve addressed at length in my latest book: Pro?les in Performance – Business Intelligence Journeys and the Roadmap for Change. The culture and leadership of the organization determines the importance and strategic intent surrounding the use of BI and PM. Sadly, most organizations lack the motivation to embrace transparency and accountability – or to align with the strategy of the organization – enabling execution and coordination in unison with the mission. However, once an organization and its leadership are ready to take a step towards real change – creating an environment of openness, sharing and alignment – with BI and PM as its centerpiece – the next question then becomes one of “how and where to begin”? Even with great strategic intent, missteps in the development and deployment of BI and PM and can cause disillusionment and disappointment – lending support to the naysayers of the organization – and leading to failure and abandonment of these critical programs.
Output Measurement in the Service Sectors
Author: Zvi Griliches
Publisher: University of Chicago Press
Published: 2008-04-15
Total Pages: 576
ISBN-13: 0226308898
DOWNLOAD EBOOKIs the fall in overall productivity growth in the United States and other developed countries related to the rising share of the service sectors in the economy? Since services represent well over half of the U.S. gross national product, it is also important to ask whether these sectors have had a slow rate of growth, as this would act as a major drag on the productivity growth of the overall economy and on its competitive performance. In this timely volume, leading experts from government and academia argue that faulty statistics have prevented a clear understanding of these issues.
Productivity Measurement in the Service Sector
Author:
Publisher:
Published: 2001
Total Pages: 224
ISBN-13:
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