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In the seminal book The Balanced Scorecard: Translating Strategy Into Action, authors Robert S. Kaplan and David P. Norton highlight the following seven metrics for service quality measurement in service organizations, to indicate defects in internal processes that may cause customer dissatisfaction, undermine customer retention and promote customer attrition over to competitors: Long wait times The iPad is more than a new way to consume multi-media — it is “…blazing a path to the future of computing…” according to news pundits. The cover story of Wired magazine this month, April 2010, by Steven Levy features the iPad and the revolution of tablet and touch screen computing that has now come [...] Today, I’m blogging about an exciting new course being offered by FMI, the Construction Supervisors Academy or “CSA”. Why is this of interest? After all, in construction, the rubber meets the road with construction supervisors in the field. “Money can be made or lost based on the success of execution in the field.” “The efficiency [...] |
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