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A Complete and Balanced Service Scorecard: Creating Value Through Sustained Performance Improvement
Author Praveen Gupta , Rajesh K. Tyagi
In the U.S., service related activities have become dominant aspects of the economy and currently account for well over 50% of our GNP. The authors' framework eliminates outdated, low-value techniques originally created for manufacturing firms, replacing them with ....
Release Date 2008/07