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Wednesday, April 1, 2009

Topic: Performance Management

Reference: Chopra, Sunil and Lariviere, Martin. “Learning from Zillow and Zoots.” Kellogg Insight: http://insight.kellogg.northwestern.edu/index.php/Kellogg/article/lessons_from_zillow_and_zoots.   January 9, 2009.

Performance improvement for service oriented business organizations is generally limited to discussions of personnel, customer outreach, planning, and time management. Services are often not broken down into inputs and analyzed for there ability to build time saving templates, lean out process requirements, or to store service delivery capability for the future. In so doing, executives at service companies miss the opportunity to build service economies using techniques developed and readily available in manufacturing.