Using Dashboards and Scorecards in a Service Industry

World Conference on Quality and Improvement vol. 52 - May 1998

Abstract:By integrating scorecards and dashboards into dashcards, General Electric Capital Mortgage Insurance Corporation (GEMICO) has improved its understanding of customer requirements while linking internal process control with customer satisfaction. GEMICO first developed a generic scorecard covering key measurements of its four core processes. Then the sales force asked each customer to use the scorecard to evaluate GEMICO performance and to provide requirements on each measurement. This information was used to develop 35 customer-specific dashcards that combined measures important to the given customer with the process control data relevant to those measures. Internal and customer reviews of the dashcard data should improve performance and increase customer satisfaction

Keywords: Case study - Customer satisfaction (CS) - Measurement and control - Process improvement