Performance Foundations
This involves collecting and analysing data and communicating information about organisational activities and processes.
What is performance management ?
Recording a customer's waiting time in seconds is this type of measure because it is based on observable facts.
What is an objective measure ?
This framework prevents organisations from judging performance using financial results alone.
What is the Balanced Scorecard?
In this method, a trained evaluator secretly experiences the service as if they were a normal customer.
What is mystery shopping?
Managers monitor performance, compare it with a target and intervene when necessary.
What is feedback control?
This organisation-wide approach uses measurement, targets, reporting, and control to improve results
What is performance management ?
Asking customers to rate how friendly an employee appeared is this type of measure.
What is a subjective process measure?
This Balanceed Scorecard perspective examines how customers and other outside stakeholders view the organisation.
What is the customer and external perspective ?
This customer metric is calculated by subtracting the percentage of detractors from the percentage of promoters.
What is the Net Promoter Score, or NPS?
Setting a target by comparing performance with a rival company is this type of target.
What is an external competitor-based target?
Performance management begins by establishing these three statements of organisational direction.
What are the vision, mission, and strategic objectives?
Two customers give different ratings to the same service experience. this service characteristic explains why
What is heterogeneity?
Employee skills, organisational learning, innovation, and development belong to this perspective.
What is the learning and growth perspective?
Assurance, empathy, reliability, responsiveness, and tangibles are the five dimensions of this service-quality method.
What is SERVQUAL?
This ambitious target is intended to push employees beyond normal performance, but it may also encourage gaming.
What is a stretch target?
This model shows how operational activities contrivute to higher-level organisational outcomes.
What is a strategic linkage model?
Because a service cannot be stored, managers may need to measure its performance while it is happening.
What is perishability?
Activity objectives normally use this forward-looking type of measure, while outcome objectives use lag measures.
What is a lead measure?
In SERQUAL, the service-quality gap is calculated by subtracting this from the customer's perception score.
What is the customer's expectation score?
Managers change resources or procedures to meet an existing objective without questioning the objective itself.
What is single-loop learning?
Name the six elements of performance management in their correct order
What are: set vision, mission and objectives; define performance; measure performance; set targets; report performance ; and link performance to control systems?
Customer participation makes it difficult to separate the production and consumption of a service.
What is inseparability ?
Name all four perspectives in the Balanced Scorecard described in the chapter.
What are financial and market; customer and external' process and capabilities; and learning and growth?
A company has 48% promoters, 34% passives, and 18% detractors. Calculate its NPS.
What is +30? (48-18=30)
Control charts, warning limits, and action limits are commonly associated with this process-monitoring technique.
What is statistical process control, or SPC?