Improving Productivity of Service Businesses With a New Efficiency Evaluation Technique (Classic Reprint) - read free eBook in online reader or directly download on the web page. Select files or add your book in reader. Download and read online ebook Improving Productivity of Service Businesses With a New Efficiency Evaluation Technique (Classic Reprint) write by H. David Sherman. This book was released on 2015-08-05. Improving Productivity of Service Businesses With a New Efficiency Evaluation Technique (Classic Reprint) available in PDF, EPUB and Kindle. Excerpt from Improving Productivity of Service Businesses With a New Efficiency Evaluation Technique How can a manager evaluate the productivity of a bank branch, a hospital, or other service organization? A bank branch may have outstanding profit performance based on a measure of the revenues earned on funds less the costs of funds generated, and less the operating costs. This measure does not, however, indicate whether the branch is using its resources efficiently or whether it could reduce its operating costs and further increase profitability. Similarly, if one hospital provides patient care at a cost of $300 per day and another provides patient care at $350 per day, can a manager draw any conclusions about their relative productivity without further considering the mix and nature of patient care provided? Measuring the productivity of these and other service businesses requires techniques that are more sensitive than accounting and ratio type measures and which can explicitly consider the mix of service outputs produced. This article explains how to apply a recently developed method for measuring and improving the efficiency of service businesses. The technique, referred to as Date Envelopment Analysis, has thus far been applied to banks, hospitals, computer manufacturer field service organizations, and educational institutions, as well as other service organizations. Introduction The service sector of the U.S. economy has been estimated to account for over 60% of Gross National Product and employment. Add to this the service components of manufacturing firms and it is clear that service sector productivity is a substantive issue as suggested in the following examples. Over 20% of computer manufacturer revenues are generated from customer service activities. These companies need to monitor and manage the service aspect of their business to help achieve their growth and profitability goals. About the Publisher Forgotten Books publishes hundreds of thousands of rare and classic books. Find more at www.forgottenbooks.com This book is a reproduction of an important historical work. Forgotten Books uses state-of-the-art technology to digitally reconstruct the work, preserving the original format whilst repairing imperfections present in the aged copy. In rare cases, an imperfection in the original, such as a blemish or missing page, may be replicated in our edition. We do, however, repair the vast majority of imperfections successfully; any imperfections that remain are intentionally left to preserve the state of such historical works."
Improving Productivity of Service Businesses with a New Efficiency Evaluation Technique
Improving Productivity of Service Businesses with a New Efficiency Evaluation Technique - read free eBook in online reader or directly download on the web page. Select files or add your book in reader. Download and read online ebook Improving Productivity of Service Businesses with a New Efficiency Evaluation Technique write by H. David Sherman. This book was released on 1983. Improving Productivity of Service Businesses with a New Efficiency Evaluation Technique available in PDF, EPUB and Kindle.
National Center for Productivity and Quality of Working Life
National Center for Productivity and Quality of Working Life - read free eBook in online reader or directly download on the web page. Select files or add your book in reader. Download and read online ebook National Center for Productivity and Quality of Working Life write by National Center for Productivity and Quality of Working Life. This book was released on 1978. National Center for Productivity and Quality of Working Life available in PDF, EPUB and Kindle.
The Service Profit Chain
The Service Profit Chain - read free eBook in online reader or directly download on the web page. Select files or add your book in reader. Download and read online ebook The Service Profit Chain write by James L. Heskett. This book was released on 1997-04-10. The Service Profit Chain available in PDF, EPUB and Kindle. In this pathbreaking book, world-renowned Harvard Business School service firm experts James L. Heskett, W. Earl Sasser, Jr. and Leonard A. Schlesinger reveal that leading companies stay on top by managing the service profit chain. Why are a select few service firms better at what they do -- year in and year out -- than their competitors? For most senior managers, the profusion of anecdotal "service excellence" books fails to address this key question. Based on five years of painstaking research, the authors show how managers at American Express, Southwest Airlines, Banc One, Waste Management, USAA, MBNA, Intuit, British Airways, Taco Bell, Fairfield Inns, Ritz-Carlton Hotel, and the Merry Maids subsidiary of ServiceMaster employ a quantifiable set of relationships that directly links profit and growth to not only customer loyalty and satisfaction, but to employee loyalty, satisfaction, and productivity. The strongest relationships the authors discovered are those between (1) profit and customer loyalty; (2) employee loyalty and customer loyalty; and (3) employee satisfaction and customer satisfaction. Moreover, these relationships are mutually reinforcing; that is, satisfied customers contribute to employee satisfaction and vice versa. Here, finally, is the foundation for a powerful strategic service vision, a model on which any manager can build more focused operations and marketing capabilities. For example, the authors demonstrate how, in Banc One's operating divisions, a direct relationship between customer loyalty measured by the "depth" of a relationship, the number of banking services a customer utilizes, and profitability led the bank to encourage existing customers to further extend the bank services they use. Taco Bell has found that their stores in the top quadrant of customer satisfaction ratings outperform their other stores on all measures. At American Express Travel Services, offices that ticket quickly and accurately are more profitable than those which don't. With hundreds of examples like these, the authors show how to manage the customer-employee "satisfaction mirror" and the customer value equation to achieve a "customer's eye view" of goods and services. They describe how companies in any service industry can (1) measure service profit chain relationships across operating units; (2) communicate the resulting self-appraisal; (3) develop a "balanced scorecard" of performance; (4) develop a recognitions and rewards system tied to established measures; (5) communicate results company-wide; (6) develop an internal "best practice" information exchange; and (7) improve overall service profit chain performance. What difference can service profit chain management make? A lot. Between 1986 and 1995, the common stock prices of the companies studied by the authors increased 147%, nearly twice as fast as the price of the stocks of their closest competitors. The proven success and high-yielding results from these high-achieving companies will make The Service Profit Chain required reading for senior, division, and business unit managers in all service companies, as well as for students of service management.
Leading Change
Leading Change - read free eBook in online reader or directly download on the web page. Select files or add your book in reader. Download and read online ebook Leading Change write by John P. Kotter. This book was released on 2012. Leading Change available in PDF, EPUB and Kindle. From the ill-fated dot-com bubble to unprecedented merger and acquisition activity to scandal, greed, and, ultimately, recession -- we've learned that widespread and difficult change is no longer the exception. By outlining the process organizations have used to achieve transformational goals and by identifying where and how even top performers derail during the change process, Kotter provides a practical resource for leaders and managers charged with making change initiatives work.
