Service productivity: a journey planner

Shafti, F. (2016) Service productivity: a journey planner. PMA Conference 2016, Edinburgh, UK, 26-29 Jun 2016.

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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
Glasgow Author(s) Enlighten ID:Shafti, Dr Farhad
Authors: Shafti, F.
College/School:College of Social Sciences > Adam Smith Business School > Management
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