Service Performance Assessment and Governance

Performance Indicators (PIs) are designed to help organizations and decision makers to better understand how well they are performing in relation to their strategic and tactical goals; nowadays, numerous methods and tools have been developed to facilitate the generation and selection of the most suitable PIs. Especially in the service sectors, service performance assessment methods should be used to develop a coherent and comprehensive set of service driven performance indicators. The basic idea behind a performance assessment method in the service system is to generate and select the performance indicators to be used by the members of the service delivery eco-system, which represent the actors for the delivery of services. In this respect, the purpose of this paper is to lay out a method for generating and selecting the performance indicators related to particular service system requirements. To accomplish this, the proposed method will be defined to optimize monitoring and controlling activities within a service system. In order to be able to produce meaningful results a case study is presented, where the method has been adopted by a company producing domestic appliances.