FOREWORD
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The APO has recognized for
some time the expanding role of the service sector
within the economies of its member countries.
Concerns about the need to remain flexible and
competitive in a global market characterized by
rapid shifts in customer requirements have been
manifest in symposia on topics relevant to the
sector. These have included reviews of customer
satisfaction in the service sector and an overview
of both the current status and development opportunities
within the information industry.
As predicted, the service sector has continued
to grow in importance, stature and job creation
potential. Now, as service provision consumes
more and more resources and management attention,
the extent to which performance is responding
to our interventions becomes the question that
inevitably arises. In other words, as the service
sector replaces manufacturing as the dominant
contributor to member countries’ economies,
is productivity – at both the macro and firm
levels – demonstrably increasing and continuing
to drive economic and social growth? Answering
this question is the role of productivity measurement.
Given the profile of service sector (and, particularly,
knowledge) workers and the strategic and intangible
nature of service sector industries, successful
measurement approaches are likely to differ from
those conventionally in use in other sectors.
The situation calls for more creative and flexible
endeavors, measurement systems and measures that
reflect the very nature of the sector itself.
From 1 to 4 August 2000 in Kuala Lumpur, Malaysia,
the APO organized a symposium on productivity
measurement in the service sector. Contributions
covered a mixture of theoretical models and practical
applications at both enterprise and sector level.
Special attention was given to the need to apply
measurement strategically and with sensitivity
to the values and perspectives of all stakeholders.
Furthermore, productivity was interpreted in the
broadest sense so as to be sure to capture the
essence of service work.
This volume is a compilation of contributions
to, and discussions within, the symposium. We
trust that the publication will be useful to both
measurement practitioners at all levels and to
those who have managerial responsibility for improving
the performance of their organizations. The APO
would like to thank the government of Malaysia
for hosting the symposium and the resource persons
who provided their knowledge and expertise. Our
special thanks are due to Mr. John Parsons, resource
person for the symposium and editor of this publication,
for his total commitment and effective leadership
during the symposium and for bringing this publication
to completion.
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