Measurement in Service Businesses: Challenges and Future Directions

  • Rajesh Kumar Tyagi
Part of the Service Science: Research and Innovations in the Service Economy book series (SSRI)


This chapter presents challenges faced by service businesses while implementing a measurement system. A review of existing frameworks is presented and a new framework, the Service Scorecard, is introduced. The Service Scorecard is an adaptation of the Six Sigma Business Scorecard for the service sector. The framework has also been influenced by existing frameworks such as the Malcom Baldrige award criteria, the Balanced Scorecard, the European Quality award and the Service Profit Chain model. The seven elements of the Service Scorecard are Growth, Leadership, Acceleration, Collaboration, Innovation, Execution, and Retention. The examples of measurement systems are presented with concrete real-world case examples. Final thoughts and the challenges faced are also presented.


Service scorecard measurement in services balanced service scorecard tableau de bord measurement service innovation service chain design employee engagement measurement of performance service productivity 


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Copyright information

© Springer US 2011

Authors and Affiliations

  • Rajesh Kumar Tyagi
    • 1
  1. 1.Department of Logistics and Operations ManagementHEC MontrealMontrealCanada

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