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Method of collecting and categorising performance indicators to measure productivity of modular services using an IT tool

: Freitag, Mike; Lamberth, Sabrina; Klingner, Stephan; Böttcher, Martin

Ganz, W. (Hrsg.); Kicherer, F. (Hrsg.); Schletz, A. (Hrsg.) ; Fraunhofer-Institut für Arbeitswirtschaft und Organisation -IAO-, Stuttgart:
Productivity of Services NextGen - Beyond Output / Input. RESER 2011. Programme and Abstracts : September 8th-9th 2011, Hamburg, Germany
Stuttgart: Fraunhofer Verlag, 2011
ISBN: 3-8396-0297-1
ISBN: 978-3-8396-0297-3
14 S.
European Association for Research on Services (RESER Conference) <21, 2011, Hamburg>
Fraunhofer IAO ()

While the question of modularisation in the services sector has been closely examined for a number of years already, it is only recently that the productivity of services has been studied in more detail. Experts were surveyed in order to incorporate their business needs into the process of measuring service productivity. Subsequently, a collection and categorisation of performance indicators were suggested based on previous work. The performance indicators could be allocated to the relevant modules, for instance, using the IT tools introduced here.