Last updated: November 2018
With almost 80% of UK GDP generated by the service sector, there is an urgent need to define, develop and measure productivity in a service context. This is an executive summary only. The full report can be found here:
The Institute's latest breakthrough research, published today, examines the perspectives of senior managers, employees and customers on productivity in a service context.
The research looks at how organisations have sought to improve both their productivity and customer satisfaction, and recommends a framework to enable organisations to improve and measure their performance.