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GLACIER: A Service Scorecard for Sustaining Profitable Growth

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Rajesh Tyagi and Praveen Gupta provide a brief overview of GLACIER, their scorecard for developing and measuring the level of excellence in service-oriented companies.
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Understanding performance management at service firms in developed and developing economies is an integral part of managerial decision-making that leads to corporate value enhancement. But the absence of efficient performance-measurement systems focused on the service sector often makes it difficult for organizations to achieve excellence in their core competency. Our book, A Complete and Balanced Service Scorecard: Creating Value Through Sustained Performance Improvement, aims to fill this gap, viewing services not only from the provider’s perspective (process), but also from the customer’s perspective (experience) to address a variety of issues:

  • Inherent service variation due to customer co-production
  • Prominently including the engagement of employees
  • Addressing the service innovation dimension
  • Maintaining a partnership focus
  • Existing in a solution-dominant world

The Service Scorecard: GLACIER

Our service scorecard, called GLACIER, offers help to service organizations in driving business processes toward sustained profitable growth through "customer delight." GLACIER is an acronym, addressing the following business areas:

  • Growth
  • Leadership
  • Acceleration
  • Collaboration
  • Innovation
  • Execution
  • Retention

These seven perspectives focus on collaboration for global environment, execution for excellence in operations, acceleration for leading operations in continual radical improvement, and innovation for engaging employees to think of ways to offer love-to-have customer service.

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