Performance Management

Abstract

No organization can consistently deliver quality customer service without an organization-wide commitment towards achieving such a goal. Otherwise, inevitably, some employee will not get the message and, in some way, jeopardize customer relations. But customer service is not merely a goal in itself, rather it involves a philosophy of operation, buttressed by a system of management that monitors not only measures of service quality (for example, customer satisfaction), but also the contribution of the various organizational and physical processes to the overall outcome. For that reason we are interested in measuring organizational and process performance in pursuit of the customer service goal.

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