Page 275 - DMGT522_SERVICES MANAGEMENT

Services Management

Notes Finally, tracking progress allows you to report progress to those who most want to know
how you’re doing.

Note Performance measurement systems should be positive, not punitive. The most
successful performance measurement systems are not ‘gotcha’ systems, but learning systems
that help the organisation identify what works.

7. Reporting Out: Conducting performance measurement gives you good information for
reporting progress to all of your stakeholders, who might include:

State government, including the executive and legislative branches.
Your peers, including other groups, programs, departments, divisions, agencies,
and the like.

Other public health organisations, including state, regional, and local government
and private-sector organisations.

The community you serve, whether it’s defined geographically – for example, state,
region, county, city, and township – or as a particular group of people.
A key goal of performance measurement, too, is to report progress back to those in your
organisation responsible for carrying out the work. You cannot improve what you don’t
know needs improving. And positive, constructive feedback from a performance
measurement process goes a long way toward a confident, optimistic, and constantly
improving work environment.

Caselet Case: The Application of Performance Measurement
in the Service Quality Concept

he considerable attention that customers place in the notion of the quality of services
Thas altered the practices which service organisations make use of, in order to assess
and improve their service quality. In addition, the fierce competition extending from the
inter-intra industry competitors to the unique characteristics of services has strengthened
even more the challenges that service firms face. In that way, enterprises have acquired
the principles of performance measurement in the service quality context, in order to
examine the effectiveness and efficiency not only of their internal operations, but also the
customers’ external perceptions. In this light, the current paper aims to provide the reader
with an in-depth insight of the integration of performance measurement in the assessment
and improvement of service quality. In that way, investigating the performance
measurement system in the context which is occurred, the justification of its adoption,
implementation and operation could be achieved. The current paper conducted under
qualitative principles as well as documentary data were collected. Semi-structured
interviews were employed in order valuable information to be gathered. Finally,
questionnaires were applied to the company’s key customers, presenting a more accurate
insight of the improvement of performance indicators in service quality context.
Source: http://www.eurojournals.com/jmib_9_03.pdf

270 LOVELY PROFESSIONAL UNIVERSITY