Service Level Attributes

To make sure that a company’s mission statement, objectives and goals are reached the company uses a type of measurement tool. Up until recently tools were used primary to measure performance within a company. Service was not considered a part of or at least an important part of businesses that sells tangible products. Service was considered secondary, at least up until now. Measuring service for production or service companies can make or break a company. Measuring tools are now used to improve the process of production; to evaluate and control it is a good idea to have performance and service measurements in place. These measurements also can be useful in making decisions and judgments. Any company will also be able used to compare the performance of departments, teams and, individuals.

Any measurement systems purpose is to provide feedback regarding the company’s goals, and it also help the company reach set goals more effective. The feedback data that the company receives will let the company know where it is, how well it is doing and what path it is taking. Sharing these results with employees can increase motivation, which is another means by which measurement can enhance effectiveness. For the motivational benefits of the measurement to be realized, a performance measurement system must include consequences. A performance or service measurement system can help to inform managers about the behavior of employees. Employees might, therefore, work harder to obtain the rewards administered by managers or work harder to avoid the negative consequences of low performance and service. There is a survey of U.S. counties in which 31.5 percent of respondents agree or strongly agree with the statement that performance measurement increased commitment to excellence. The study indicates benefits in focus or motivation for between 32 and 68 percent of respondents. These findings suggest other mechanisms, in addition to learning, by which performance measurement could enhance performance (Mausolff, Spence 2008). I believe the same is true for service dominant logic even though it takes on a different perspective: for example entity cannot be optimized but can be improved upon. (Lusch, Robert F. and Vargo, Stephen L.,2006)

Theory: SDL is too difficult to measure due to the intangible and subjective aspects of human beings.

SDL Hypothesis 1. A successful leader needs to have a plan for setting up an effective service measurement system. 2. Internal and external communication is the key for a successful service measurement. 3. Service measurement results should be clear and precise. 4. Service measurements should be linked to compensation, rewards, and recognition. 5. Service measurements should be shared with employees and the stakeholders. 6. Service expectations should be incorporated in company orientation.

Measurement tools