Service Assurance
CXO Advisor has the view that an important issue in addressing service improvement is to adopt an approach to action learning that is practical and sustainable. Our emphasis is on moving from the visioning, information gathering and analysis phases to decision-making and action / implementation as quickly as possible and to establish a solid foundation for performance monitoring and improvement over an extended period.
One of the biggest dilemmas in all performance management systems is whether it can be justified to spend huge amounts of time, money and other valuable resources on measuring performance, or whether those resources could be better spent on actually performing/supporting productive tasks. In the United States, for example, the National Centre for State Courts and the Bureau for Justice Assistance took 8 years and millions of dollars of tax payers’ money to develop the Trial Court Performance Standards and Measurement System. Administering such a system on an ongoing basis inevitably adds an additional burden on already scarce resources.
