The measurement of organizational processes in services - case studies
Journal Title: Zarządzanie i Finanse - Year 2012, Vol 10, Issue 3
Abstract
The article is devoted to the measurement of process with reference to services. The scheme of the basic metrics that could be utilised in evaluation of service processes is proposed. Then, separate measurements were assessed by means of practical measurements in selected service companies. The article employs the case study method, which were conducted in two service companies. In respect of service measures the five groups are proposed: time-related measures, measures related to the resources, measures of quality in a process, quality of process and the measures of efficiency. In the conducted case studies timerelated measures appeared very often, this confirms the assumptions derived from the literature that time characteristic are the key aspects of service processes. In the carried out measurements the measures of quality in processes were utilised very often as well. But there are groups of measures that were not appropriate to use for studied cases, they were the quality capability of process and efficiency assessment. However, in the course of studies in companies the need of new measures were appeared, it was for example the customer loyalty measured by a customers’ retain ratio. Both case studies show the deep legitimacy of service process measurement, as well as the benefits to the organizations resulting from the measurement.
Authors and Affiliations
Wiesław Urban
Keywords
Related Articles
- EP ID EP110842
- DOI -
- Views 61
- Downloads 0
Raportowanie zrównoważonego rozwoju jako wyzwanie dla przedsiębiorstw XXI wieku
W ostatnich latach wydawanie raportów z danymi dotyczącym zrównoważonego rozwoju stało się dla wielu przedsiębiorstw sprawa istotną i potrzebną, m.in. ze względu na oczekiwania inwestorów oraz zmieniające się regulacje p...
Actually applied exchange rate – its conception and interpretation in accounting and taxation law
In this elaboration both arithmetic and tax rules of setting differences in exchange rates, their similarities and differences are presented. Particular emphasis was placed on discussing the rules’ changes whose effect w...
Marketing wirusowy w promocji miejsc i produktów turystycznych
Celem niniejszego artykułu jest zdefiniowanie pojęcia marketingu wirusowego, przedstawienie jego założeń, przykładów i zalet oraz siły przekazu. Opisano zasady tworzenia przekazu, wskazując przykłady kampanii...
Szacowanie wartości, czyli prognozowanie ceny na rynku obrotu nieruchomościami
Artykuł stanowi próbę wykorzystania narzędzi ilościowych jako wsparcia wyceny obiektów na rynku nieruchomości. W szczególności autor skoncentro-wał swoją uwagę na modelowaniu ekonometrycznym wartości nieruchomości mieszk...
The measurement of organizational processes in services - case studies
The article is devoted to the measurement of process with reference to services. The scheme of the basic metrics that could be utilised in evaluation of service processes is proposed. Then, separate measurements were ass...