Service Productivity

QUALITATIVE SERVICE PRODUCTIVITY
Methodology for the Analysis and Optimization of Service Productivity considering qualitative Factors

© Fraunhofer

QUALITATIVE SERVICE PRODUCTIVITY
 Objectives and Methodology
 Qualitative Factors in Service Productivity
 Methodology for the Analysis and Optimization of Qualitative Service Productivity
 Key Performance Indicators for Qualitative Service Productivity Measurement
 Example
 Conclusion and Next Steps

© Fraunhofer

Objectives and Methodology
Objectives:


identification of relevant qualitative factors for service productivity



development of a methodology for analysis and optimization of qualitative productivity factors



integration in quantitative productivity analysis

Definition of Objectives
Literature Research
(Qualitative Factors)

Expert Workshops
(Requirements for the Model)

Model Development
Practical Testing
Adjustment of the Model
Derivation of Recommendations

© Fraunhofer

Qualitative Factors in Service Productivity
Relevance and Definition

Relevance:
 Important role of »soft factors« in services
(esp. interactions between employees and customers)
 Impact of »soft factors« on service productivity

 No suitable key performance indicators for »soft factors« in the sense of quantitatively measurable variables

Qualitative Service Productivity means…
»Productivity, which is determined by all not directly quantifiable Factors that manifest in employee and customer satisfaction, strongly based on the quality of customer-employee interaction and relationship, covering the resource, process, customer and outcome dimension of service delivery.«
© Fraunhofer

Qualitative Factors in Service Productivity
Findings (1/2)


Dominating research focuses:



Service profit chain



Satisfaction of needs




Service quality

Service organization (i.e. systemic human resource/organizational development)

Input and