Title :
Identifying the Value for Service Management
Author :
Akatsu, Masaharu
Author_Institution :
Hitachi, Ltd., Tokyo
Abstract :
To identify the value of service, a value transmission model is proposed. The model distinguishes output and outcome. They are evaluated by KPI, Key Performance Indicator, and KGI, Key Goal Indicator, respectively. SLA, Service Level Agreement, is introduced to make common understandings about these indicators between service providers and users. Service parameters of SLA should be a mixture of KPI and KGI and they should have a close relation with each other. Tip to select appropriate KPI is discussed. A strategy map is also introduced as an effective tool for service management.
Keywords :
service industries; key goal indicator; key performance indicator; service level agreement; service management; value transmission model; Availability; Contracts; Delay; Guidelines; Innovation management; Motion pictures; Portals; Quality of service; Technological innovation;
Conference_Titel :
E-Commerce Technology and the 4th IEEE International Conference on Enterprise Computing, E-Commerce, and E-Services, 2007. CEC/EEE 2007. The 9th IEEE International Conference on
Conference_Location :
Tokyo
Print_ISBN :
0-7695-2913-5
DOI :
10.1109/CEC-EEE.2007.54
