The 9th IEEE International Conference on E-Commerce Technology and The 4th IEEE International Conference on Enterprise Computing, E-Commerce and E-Services (CEC-EEE 2007)
Identifying the Value for Service Management
National Center of Sciences, Tokyo, Japan
July 23-July 26
ISBN: 0-7695-2913-5
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.
Citation:
Masaharu Akatsu, "Identifying the Value for Service Management," cec-eee, pp.491-492, The 9th IEEE International Conference on E-Commerce Technology and The 4th IEEE International Conference on Enterprise Computing, E-Commerce and E-Services (CEC-EEE 2007), 2007
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