Claudia Lehmann explores service productivity from the providers, customer and operations perspective in the German airport industry using a solid empirical foundation. Available service productivity concepts, methods, measurements and their ability to overcome the emphasized problems are discussed, suggesting ways on how to deal with them. The insights of this book deliver considerable value for both management and academia.

In a world moving towards services, driving service productivity is a central challenge for leaders and members of all types of organisations: for service businesses there is a clear need to be "productive", but it is far less clear what this exactly means. In this book, we invite you on a journey that explores the ways, tools and options for driving service productivity. We take an innovator's perspectives and look at the tricky challenge of service productivity as a landscape of options for designing the future of services. Case examples, from the airport, hotel, healthcare, and professional service industry, offer insights in the methods used and approaches taken in business practice. Research results provide food for thought and valuable advice on the path towards superior service productivity. Throughout the book we also listen to the views and advices of interviewed experts from academia as well as business practice on how to drive service productivity. A forecast on how service productivity and service innovation might evolve in the future provides us - and hopefully you as a reader - with the necessary food for thought to develop our own understanding of driving service productivity in different business settings. Overall, this book is not a traditional "academic product" that summarises the views of a few, but a co-created offering that profited enormously from the contributions of so many.

In a world moving towards services, driving service productivity is a central challenge for leaders and members of all types of organisations: for service businesses there is a clear need to be "productive", but it is far less clear what this exactly means. In this book, we invite you on a journey that explores the ways, tools and options for driving service productivity. We take an innovator's perspectives and look at the tricky challenge of service productivity as a landscape of options for designing the future of services. Case examples, from the airport, hotel, healthcare, and professional service industry, offer insights in the methods used and approaches taken in business practice. Research results provide food for thought and valuable advice on the path towards superior service productivity. Throughout the book we also listen to the views and advices of interviewed experts from academia as well as business practice on how to drive service productivity. A forecast on how service productivity and service innovation might evolve in the future provides us - and hopefully you as a reader - with the necessary food for thought to develop our own understanding of driving service productivity in different business settings. Overall, this book is not a traditional "academic product" that summarises the views of a few, but a co-created offering that profited enormously from the contributions of so many.

Diplomarbeit aus dem Jahr 1999 im Fachbereich BWL - Unternehmensfuhrung, Management, Organisation, Note: 1,3, Technische Universitat Chemnitz (Fakultat fur Wirtschaftswissenschaften), Veranstaltung: BWL III, Unternehmensrechnung und Controlling, Prof. Dr. Uwe Gotze, Sprache: Deutsch, Abstract: Inhaltsangabe: Inhaltsverzeichnis: Inhaltsverzeichnis: 1.Einleitung1 1.1Problemstellung und Zielsetzung der Arbeit1 1.2Gang der Untersuchung2 2.Allgemeine Grundlagen4 2.1Das Balanced-Scorecard-System4 2.2Das Unternehmen x12 3.Balanced Scorecard im strategischen Planungsprozess13 3.1Der strategische Planungsprozess13 3.1.1Zweck der strategischen Planung13 3.1.2Bestandteile des strategischen Planungsprozesses13 3.2Nutzung des BSC-Systemes im strategischen Planungsprozess14 3.2.1Theoretische Nutzungsmoglichkeiten der Balanced Scorecard im strategischen Planungsprozess15 3.2.2Praxiseinsatz der Balanced Scorecard im strategischen Planungsprozess17 3.3Der strategische Planungsprozess des Unternehmens x17 3.3.1Istanalyse des strategischen Planungsprozesses17 3.3.2Vorschlage fur das Unternehmen x17 4.Balanced Scorecard im Strategieimplementierungsprozess19 4.1Der Implementierungsprozess19 4.1.1Zweck der Strategieimplementierung19 4.1.2Bestandteile des Strategieimplementierungsprozesses19 4.2Nutzungsmoglichkeiten der Balanced Scorecard im Strategieimplementierungsprozess21 4.2.1Theoretische Nutzungsmoglichkeiten der Balanced Scorecard im Strategieimplementierungsprozess21 4.2.2Praxiseinsatz der Balanced Scorecard im Strategieimplementierungsprozess38 4.3Der Strategieimplementierungsprozess des Unternehmens x40 4.3.1Ist-Analyse des Strategieiemplementierungsprozesses40 4.3.2Vorschlage fur das Unternehmen x41 5.Balanced Scorecard im Kontrollprozess42 5.1Der Kontrollprozess42 5.1.1Kontrollzweck42 5.1.2Bestandteile des Kontrollprozesses42 5.2Nutzungsmoglichkeiten der Balanced Scorecard im Kontrollprozess44 5.2.1Theoretische Nutzungsmoglichkeiten der Balanced Scorecard im Kontrollprozess44

In the Italian theory and practice of art of the Renaissance, the term chiaroscuro primarily refers to the articulation of sculptural qualities, i.e. depth or rilievo. In this context, rilievo refers to an innovative design principle, which replaces the inherent value of medieval chromatic shading with achromatic shades. By contrast, paintings and graphic art in the northern Alpine region tended to create the depth in the surface of objects by using light-dark effects. Based on this comparison, the book deals with chiaroscuro as an aesthetic principle, which should be understood as the key signature of European art history as a whole between 1300 and 1600.