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Chapter 11
The building block model
3.1 What is the building block model?
A performance measurement system for the service sector based on three
building blocks.
DIMENSIONS
6 dimensions (CSFs) Need suitable metrics, e.g.
Downstream results:
1 Financial performance Turnover growth
2 Competitiveness Relative market share
Upstream determinants:
3 Quality of service Service reliability
4 Flexibility Delivery time for service
5 Resource utilisation Employee productivity
6 Innovation New service innovations
STANDARDS REWARDS
These are the targets (KPIs) set for The model makes a link between the
the metrics chosen. Standards should achievement of corporate strategy and
have three characteristics: the management of HR.
1 Ownership To ensure employees are motivated to
meet the standards, the standards
2 Achievability need to be:
3 Fairness 1 Clear
2 Linked to controllable factors
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