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Productivity Management in Service Settings

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Book cover Konzepte für das Service Engineering

Abstract

Es gibt zahlreiche Instrumente, die für die Leistungsmessung im Dienstleistungsbereich tauglich und auch schon erprobt worden sind. Einer dieser Ansätze, der bereits erfolgreich erprobt worden ist, steht im Fokus dieses Beitrags. Es ist ein Ansatz, um Messinstrumente partizipativ zu entwickeln und sie dann für Rückmeldungen an die Arbeitnehmer zu nutzen. Der Ansatz ist als Partizipatives Produktivitätsmanagement oder PPM bekannt. PPM wurde von Pritchard und seinen Kollegen unter dem Namen ProMES (Productivity Measurement and Enhancement System) in den USA entwickelt. In diesem Beitrag wird zunächst erläutert, wie ein PPM-System entwickelt wird, dann werden die Erfahrungen mit dem Einsatz dieser Interventionsstrategie im Kontext von Dienstleistungen erläutert, und schließlich werden Aspekte des Produktivitätsmanagements, die für Dienstleistungen von besonderer Relevanz sind, erläutert.

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Authors
  1. Robert D. Pritchard
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  2. Melissa J. Sargent
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Editor information

Editors and Affiliations

  1. Institut für Arbeitswissenschaft der Ruhr, Universität Bochum, NB1/Raum 70, Universitätsstraße 150, 44801, Bochum

    Thomas Herrmann (Lehrstuhl für Informations- und Technikmanagement) (Lehrstuhl für Informations- und Technikmanagement)

  2. Organisationspsychologie, Universität Dortmund, Emil-Figge-Straße 50, 44227, Dortmund

    Uwe Kleinbeck

  3. Fakultät Informatik, Technische Universität München, Boltzmannstraße 3, 85748, Garching

    Helmut Krcmar (Lehrstuhl für Wirtschaftsinformatik) (Lehrstuhl für Wirtschaftsinformatik)

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© 2005 Physica-Verlag Heidelberg

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Pritchard, R.D., Sargent, M.J. (2005). Productivity Management in Service Settings. In: Herrmann, T., Kleinbeck, U., Krcmar, H. (eds) Konzepte für das Service Engineering. Physica-Verlag HD. https://doi.org/10.1007/3-7908-1595-0_6

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