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Quantifying Throughput in Public Sector Organizations

by Richard A. Reid   Thomas E. Shoemaker  

This presentation shows the relevance of customer/client satisfaction as a throughput metric and introduces a widely used method (SERVQUAL) that is both simple and valid for measuring for organizations providing municipal, educational, health services where financial measures are inappropriate.
© TOCICO - Produced by Goldratt Marketing
Duration: 63 minutes
Event
  • TOCICO
Level of knowledge
  • Intermediate
  • Advanced
Topics:
  • Thinking Processes
TOC Applications:
  • Thinking Processes
Industries:
  • Public sector
  • Services

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