A Complete and Balanced Service Scorecard: Creating Value Through Sustained Performance Improvement

Chapter 8. Collaboration

Collaboration is defined as a partnership with service value chain partners. Collaboration could be downstream, often described as with suppliers or service chain partners, or it could be upstream, often described as with alliance partners. Collaboration could also be internal, often among various business functions, or external, often among various business entities. Consider a service chain similar to a typical supply chain for a product. The (supply) service chain includes end consumers, as they contribute toward the revenue of the whole value chain. Various collaborators (that is, partners) provide value to end consumers. Often this value is intangible and hard to define in the service environment.

As service chains ...