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Linking Internal Performance Metrics with Customer Value Indices – LH05-BG
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June 15, 2015Linking Internal Performance Metrics with Customer Value Indices – LH05-BG
This project analyzes internal activities that affect goal of increasing quality services to customers.
Sponsor:
Boeing
Research Team:
Mary Court
Universities Involved:
Lehigh University
Start Date:
06/01/04
End Date:
07/01/05
Summary:
This project links internal metrics with customer value propositions by analyzing service quality determinants and performing serveys to question performance criteria in various dimensions of a process.
The purpose of the proposed study is to determine the linkages between internal performance metrics and customer value indices in the provision of services. Specifically, what internal activities should be measured to ensure that an organization delivers high quality service to its customers?