Shafti, F. (2016) Service productivity: a journey planner. PMA Conference 2016, Edinburgh, UK, 26-29 Jun 2016.
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Abstract
The article aims to develop and justify a framework to be used as a journey planner for approaching service productivity by both practitioners and academics. This is based on the notion of customer vs. provider productivity as proposed by a number of researchers on the subject. Two main approaches to research into service productivity are discussed. Important lessons that can be learned are pointed out. A third approach is introduced where instead of seeking a single solution, the most appropriate solution is sought for each type of service operations. The importance of being pragmatic in approaching service productivity is emphasised.
| Item Type: | Conference or Workshop Item |
|---|---|
| Additional Information: | Performance Management Association (PMA) |
| Keywords: | Service, improvement, measurement, productivity, performance measurement, provider productivity, customer productivity, service organisation, researchers |
| Status: | Published |
| Refereed: | Yes |
| Glasgow Author(s) Enlighten ID: | Shafti, Dr Farhad |
| Authors: | Shafti, F. |
| College/School: | College of Social Sciences > Adam Smith Business School > Management |
| Related URLs: |
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