Service Design - Design of the service quality measurement system

Almost all service companies have heavily invested in service performance measurement systems. Despite of these huge investments, performance management system in service companies still lacks of an integration between strategic performance indicators (like revenue, margins, market share, etc.) and service quality performance indicator. On the other side measurement systems are not able to provide to top management a single number representing in a synthetic way the level of service quality.
A-CCI brings a unique service quality measurement methodology which is able to deliver to top management a single service quality indicator. In the integrated service design approach of A-CCI, this service quality index represents the defect rate of all service attributes and internal leading indicators defined using A-CCI's Quality Function Deployment for Service.