Since services are intangible, so KPIs for services must be qualitative in all circumstances. Is this statement correct?
A.
No, KPIs for services must always be quantitative so that they can be measured easily
B.
No, some KPIs for services are measurable by means of outcome, time and space performed
C.
Yes, quantitative KPIs are limited to timeliness of supply of goods, defective rates and in-full quantities, which are applied to monitor supplier of physical goods
D.
Yes, the only measure mattered to supply of services is end-users' satisfaction
KPIs are used to monitor supplier's performance. They can be qualitative or quantitative. Of course, service providers can be monitored by quantitative KPIs regarding the outcome achieved (such as uptime in IT contracts), timeliness of deliveries (such as in construction contracts)...
[Reference: CIPS study guide page 117-122, LO 2, AC 2.2, , , ]
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