"Great Service: A Management Framework for Action"
Author: Hug, Jack
Published In: Proceedings of the 1998 Educational Conference
Presentation at APPA's 85th Annual Meeting in San Jose, California. In 1993 the University of California, San Diego Auxiliary & Plant Services' departments initiated a balanced scorecard of performance measurements for ten diverse business units. Discusses the balanced scorecard's performance measuresments from financial, customer satisfaction, internal business process, and innovation and learning perspectives. Reproduces the university's A Guide to Leadership and Management Planning for Auxiliary & Plant Services, which summarizes key goals and distills the principles and values captured through shared learning activities and best practice presentations.
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