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Title: Service Delivery Performance Measurement System: A Conceptual Framework
Authors: Markeset, Tore 
Kumar, Rajesh 
Michel, Jacques-Etienne 
Issue Date: 2007
Publisher: University of the Thai Chamber of Commerce
Source: Tore Markeset, Rajesh Kumar, Jacques-Etienne Michel (2007) Service Delivery Performance Measurement System: A Conceptual Framework.
Conference: Proceedings of the 2nd International Conference on Operations and Supply Chain Management 
Abstract: Business-to-business services are becoming increasingly important to compete in a steadily more globalized market. There exist a number of project performance measurement systems. However, even though they represent a good picture of the organization’s main strategy goals, most of these systems are recognized as neither systematic nor automatic. Moreover, often there are too many indicators and most of the time they are not updated and too complex to be understood by the project team. A variety of units are often used, which make it difficult to aggregate and visualize performance for various users at various levels in the company hierarchy. In addition, most of these systems focus on internal performance within the companies.This paper explores possibilities to develop performance measurement systems that can be used by both the service provider and customer, and which focus on the performance of the service delivery process and the final service product. Furthermore, the paper suggests a conceptual framework for a service measurement system for industrial business-to-business services, and discusses possible strategies and methodologies for measuring service delivery performance, data collection, measurement areas, need for indicators, and practical usage.
Rights: This work is protected by copyright. Reproduction or distribution of the work in any format is prohibited without written permission of the copyright owner.
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