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turning knowledge into competencies

Balanced Scorecard for Services

Sound Stewardship for Service Performance


Services are an integral means for conducting business. As reliance increases for these services, so do the expectations for performance. Services being intangible by nature, measuring their actual performance and quantifying objectively their value contribution are as much an art as a science.

This course will provide participants with a set of tools and techniques explaining them how to use the balanced scorecard approach as a full strategic planning and management system for measuring and controlling service performance.

OBJECTIVES

 To get awareness about the balanced scorecard approach
 To develop meaningful service performance measures and targets
 To support decision taking trough appropriate service performance information
 To ensure continual alignment of service measures and targets with organizational objectives

CONTENT

1. Introduction to measurement and performance management
2. Balanced scorecard approach
3. Process approach to develop a balanced scorecard
4. Cascading the scorecard to all levels of an organization
5. Monitoring and reporting on service measures and targets
6. Ensuring continual alignment of service measures and targets with organizational objectives

TARGET AUDIENCE

• Executives and managers wanting to assess and improve service performance.
• Service managers, customer relationship managers and supplier managers involved in service delivery and wanting to assess and benchmark performance of their services.

PREREQUISITES

None

PEDAGOGICAL METHOD

 Theory and concepts illustrated by a trainer with sound expertise and experience in service performance management and balanced scorecard approach.
 Group discussions with the purpose to match the relevant service performance management and balanced scorecard issues to real life experience.
 Practical exercises to reinforce the learning objectives.

CERTIFICATION

Not Applicable

STUDENT PACK

 Course Materials
 Attendance Certificate

Design and implementation Flockdesign Ronse