(2004), "Good, but not good enough", International Journal of Productivity and Performance Management, Vol. 53 No. 3. https://doi.org/10.1108/ijppm.2004.07953caa.004Download as .RIS
Emerald Group Publishing Limited
Copyright © 2004, Emerald Group Publishing Limited
Good, but not good enough
In a recent edition of CRM Magazine, I read that customers of UK companies are less satisfied with service levels than they were five years ago – in spite of the tremendous investments in quality processes, staff training, etc that have raised customer service levels. The problem is that expectations have risen faster than service levels. Sometimes, too, the quest for greater productivity means an emphasis on efficiency of customer handling, rather than on effectiveness. This is anti-productive, of course – a case of sub-optimisation … often caused by using the wrong measures of performance.