Productivity measurement in service operations a

While organizations that produce goods can point to the total finished number of products as evidence, it's notoriously difficult to measure the service sector's productivity. As a result, when you're not sure where you're beginning, it's difficult to know where to end up. Nevertheless, there are key areas analysts should examine to determine a sector's productivity. Quality Versus Quantity One reason that increasing productivity in the service sector is difficult is that raising the number of customers helped doesn't necessarily increase the quality of service they're provided.

Productivity measurement in service operations a

Ruch As important as productivity is to the continued economic development of the world, it is surprising that so little is known about measuring and managing it.

Part of the problem may lie in the unit of analysis industry uses to measure productivity and in a failure to recognize the complexity of the relationships between the productivity of the individual worker and the total performance of the organization. The body of research knowledge provides little help.

A multitude of micro studies of individual work behavior exist, but the measure of productivity used is seldom comparable to those developed in industry.

Organizational studies generally focus on the total performance of the organization, but even those that are centered on organizational productivity rarely attempt to disaggregate findings to the business unit, work group, or individual level in any systematic way.

Within the organization, individual workers performing specific jobs form the base level for all productive endeavor. In modern, complex organizations, however, the linkage between individual productivity and the productivity of organizational systems becomes blurred.

For a variety of reasons, the linkages are seldom one to one.

Productivity measurement in service operations a

Only by understanding the individual level of productivity, however, can practitioners and researchers begin to build the theories and models that deal with the dysfunctions Page Share Cite Suggested Citation: Understanding the Productivity Paradox. The National Academies Press. It is important to note at the outset that focusing on individual productivity measures provides a myopic view of the organizational world.

Organizations are set in the context of a changing, competitive environment in which strategies are developed to guide the efforts of management and workers toward a common vision and set of objectives.

Even the best-designed processes will fail without a supportive culture within the organization that values change, continuous improvement, goal commitment, group cohesion, and respect for people.

Every concept in this chapter assumes that the individual worker and the work group are set in an organizational context that is internally consistent and environmentally consonant. It is also important to note that productivity, although a major concern, is not the only indicator of individual or organizational performance.

Productivity interacts with other aspects of employee performance, financial controls, innovation, and competitive effectiveness—any one of which can lead to organizational failure. In Chapter 6 Sink and Smith identify seven related but separable performance criteria for an organizational system: Other authors, such as Pritchard Chapter 7 and Campbell Chapter 8have slightly different ways of relating or combining these performance dimensions.

For the purposes of this chapter, my definition of productivity includes effectiveness producing the right products or servicesefficiency prudent utilization of resourcesand quality meeting technical and customer specifications. My purpose in this chapter is to assimilate knowledge about the measurement and management of individual productivity in order to provide a link in the chain of understanding regarding how individual productivity contributes to group productivity, which in turn contributes to organizational productivity.

My intent is to aggregate existing knowledge and propose some theoretical foundations in order to reveal areas in which theory development and empirical research are needed.

Throughout, I make an effort to bridge the gap between the concerns of researchers and the needs of practitioners in industry. Page Share Cite Suggested Citation:Define productivity and direct behavior: The measurement system provides an implicit definition of productivity for the operation.

It communicates to the worker, the supervisor, and others the common expectation from the task. Celebrate and record Productivity measurement in service operations: a case study from the healthcare environment Atul Gupta The author Atul Gupta is a member of the Division of Professional Studies, The Richard Stockton College of New Jersey, Pomona, New Jersey, USA.

service operations productivity measurement framework Intuitively, the productivity notion involves the relationship between the inputs and outputs of a process. Improved productivity must, therefore, take into account effectiveness as well as efficiency.

Productivity improvements in the service sector are possible and a number of . service operations productivity measurement framework Intuitively, the productivity notion involves the relationship between the inputs and outputs of a process.

Differences Between Manufacturing Operations And Service Operations Commerce Essay. Print Reference this. there are mainly 6 differences between manufacturing operations and service operations. () indicated that productivity measurement it is more complex in service industries owing to the inherent characteristics of services.

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