Service Innovation and Management

  1. Measuring Service and Innovation Performance
    1. Operational Performance Metrics
      1. Service Delivery Metrics
        1. First Contact Resolution
          1. Average Handling Time
            1. Service Level Agreements
              1. Response Time
              2. Resource Utilization Metrics
                1. Capacity Utilization
                  1. Employee Productivity
                    1. Asset Utilization
                    2. Process Efficiency Metrics
                      1. Process Cycle Time
                        1. Error Rates
                          1. Rework Frequency
                        2. Financial Performance Metrics
                          1. Customer Value Metrics
                            1. Customer Lifetime Value
                              1. Customer Acquisition Cost
                                1. Customer Retention Rate
                                2. Service Profitability Metrics
                                  1. Cost-to-Serve
                                    1. Revenue per Service
                                      1. Profit Margins
                                        1. Service ROI
                                      2. Customer-Focused Metrics
                                        1. Customer Satisfaction
                                          1. CSAT Survey Design
                                            1. Analysis and Interpretation
                                              1. Satisfaction Drivers
                                              2. Net Promoter Score
                                                1. NPS Calculation
                                                  1. Loyalty Correlation
                                                    1. Benchmarking
                                                    2. Customer Effort Score
                                                      1. Effort Measurement
                                                        1. Effort Reduction Strategies
                                                          1. Customer Experience Impact
                                                        2. Innovation Performance Metrics
                                                          1. Innovation Investment Metrics
                                                            1. R&D Spending
                                                              1. Innovation Budget Allocation
                                                                1. Return on Innovation Investment
                                                                2. Innovation Output Metrics
                                                                  1. Number of New Services Launched
                                                                    1. Success Rates
                                                                      1. Time-to-Market
                                                                      2. Innovation Impact Metrics
                                                                        1. Revenue from New Services
                                                                          1. Market Share Growth
                                                                            1. Customer Acquisition
                                                                          2. Performance Management Systems
                                                                            1. Balanced Scorecard for Services
                                                                              1. Financial Perspective
                                                                                1. Customer Perspective
                                                                                  1. Internal Process Perspective
                                                                                    1. Learning and Growth Perspective
                                                                                    2. Dashboard Development
                                                                                      1. KPI Selection
                                                                                        1. Visualization Design
                                                                                          1. Real-Time Monitoring
                                                                                          2. Performance Review Processes
                                                                                            1. Regular Review Cycles
                                                                                              1. Performance Analysis
                                                                                                1. Improvement Action Planning

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                                                                                            7. Technology as an Enabler of Service Innovation

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                                                                                            9. Contemporary Trends and Future Directions