n Management Today - Measuring the cost of service delivery
|Article Title||Measuring the cost of service delivery|
|© Publisher:||Richard Havenga & Associates|
|Author||Ed Van den Heever|
|Publication Date||Aug 2005|
|Pages||33 - 35|
Extracted from text ... THE QUALITY EDGE August 2005 33 measurement Measuring the cost of service delivery All key indicators in an organisation are measured in very specific terms, usually in Rands and cents. Unless the quality of service delivery is also measured in the same terms, like expenditure and utilisation, it is unlikely to be taken seriously. This is the fundamental reason for having a service delivery cost (SDC) system. Product or service quality is traditionally described as being good or bad, awful or excellent. These measures, however, fail to provide a clear picture of whether service delivery quality levels are improving ..
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