Service Industry Management Control: A Reflection on Its Essence and Tools

Par :

Meyssonnier, François [author]

Type de matériel : Texte

TexteLangue : français Détails de publication : 2012. Sujet(s) :

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Abrégé : This paper reviews the characteristics of service activities and proposes a unified conceptual framework. It also discusses the main considerations of service industry management control created by this framework, as well as associated practices and tools: efficiency assessment of network units, standardization of production processes, delivery and waiting time management, yield and capacity management, service quality measurement, and the activation of a service company. The paper further reviews recent studies on monitoring service activities in order to understand how previously identified practices and tools are integrated in the global performance management systems of service companies.

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This paper reviews the characteristics of service activities and proposes a unified conceptual framework. It also discusses the main considerations of service industry management control created by this framework, as well as associated practices and tools: efficiency assessment of network units, standardization of production processes, delivery and waiting time management, yield and capacity management, service quality measurement, and the activation of a service company. The paper further reviews recent studies on monitoring service activities in order to understand how previously identified practices and tools are integrated in the global performance management systems of service companies.