n Management Today - Measuring the cost of service delivery

Volume 21, Issue 7
  • ISSN : 1027-4324



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 ..

Loading full text...

Full text loading...


Article metrics loading...


This is a required field
Please enter a valid email address
Approval was a Success
Invalid data
An Error Occurred
Approval was partially successful, following selected items could not be processed due to error