Management Reviews

Reports that examination of strategies for service risk management Reveals that differing approaches to performance measurement are often employed, and that this is sometimes due to the wide variety of approaches taken and stakeholder groups involved at carious stages of service delivery. Points to signs of radical changes in the approach to measuring the way global service providers offer mainstream services. Presents a framework revealing the relationship between business goals and key processes that demonstrates the relationship between the service entity, strategy, and business goals. Concludes that, for any company involved in the provision of services, having a clear understanding of what it is to be delivered and included within the service provision is crucial to the management and control of resources and time management. Provides a framework revealing the relationships between key process areas and the elements that make up the added value to the business.