Press Release


Laura Czaja
Public Relations Manager

Balance Your Service Business Scorecard by Managing Resources Effectively

New book from FT Press, A Complete and Balanced Service Scorecard

Take Advantage of the New Economic Focus on Service Businesses

June 11, 2008 (New York, NY) – The service component of the U.S. economy has been growing continually for the past several decades. This new book, A Complete and Balanced Service Scorecard, is the first book based on the balanced scorecard performance management system, focusing exclusively on issues related to the fast-growing service organizations.

In the U.S., service-related activities have become the dominant aspect of business, and currently account for more than 50% of our GNP. However, due to the nature of service operations, there have been challenges in quantifying their performance, until now. A Complete and Balanced Service Scorecard is the best business-performance-oriented book for measuring and sustaining profitable growth at service organizations.

Thousands of organizations are driving value through the use of the business scorecard. Unfortunately, most business scorecards are not designed for service businesses. Now, two of the world's leading service business performance experts show how to adapt, use, and succeed with the business scorecard in your service organization. Authors Rajesh K. Tyagi and Praveen Gupta systematically update outdated business scorecards originally created for manufacturing firms, replacing them with new measures that fully maximize your investments in people, services, processes, and technology.

Tyagi and Gupta have introduced a Service Scorecard framework that encompasses seven key elements of service success to create the G.L.A.C.I.E.R. method:

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

This book's proven performance framework is designed for sustaining profitable growth. Simply put, it offers today's most direct path to measuring performance and optimizing business value in any service business.

To request a copy of A Complete and Balanced Service Scorecard, or to schedule an interview with the authors, please contact Laura Czaja at 212-641-6627 or

Please click on the link below to view or purchase this book on

About the Authors
Dr. Rajesh Kumar Tyagi joined HEC Montreal as an Assistant Professor of Logistics and Operations Management in June 2008. Earlier, Dr. Tyagi was a faculty member at the Department of Management, College of Commerce, DePaul University. He has also taught service operations and operations management at Kellogg School of Management, at Northwestern University, and in East Europe and Southeast Asia.

Praveen Gupta is President of Accelper Consulting (, and has developed the Six Sigma Business Scorecard that has been recognized worldwide for its innovative approach to corporate performance, ease of implementation, and importance to sustained profitable growth. Praveen teaches his methods and tools at Illinois Institute of Technology and at DePaul University to graduate students in the IT and Management departments.

About FT Press
FT Press ( publishes high-quality books in the areas of General Business, Finance and Investing, Sales and Marketing, Leadership, Management and Strategy, Human Resources, and Global Business. Our brand is built on the concept of signing and publishing the world's best minds on the most relevant topics.

About Pearson Education
Educating 100 million people worldwide, Pearson Education ( is the global leader in educational publishing, providing research-based print and digital programs to help students of all ages learn at their own pace, in their own way. The company is home to such renowned publishing brands as Pearson Prentice Hall, Pearson Addison Wesley, Pearson Longman, Pearson Allyn & Bacon, Pearson Benjamin Cummings, Pearson Custom Publishing, and others. Pearson Education is part of Pearson (NYSE: PSO), the international media company. In addition to Pearson Education, Pearson's primary operations include the Financial Times Group and the Penguin Group.

A Complete and Balanced Service Scorecard
Dr. Rajesh Kumar Tyagi & Praveen Gupta
FT Press, June 2008
ISBN-10: 0-13-198600-7
ISBN-13: 978-0-13-198600-8