000			01364naa a2200169uu 4500
001			7020219403623
003			OSt
005			20190211162502.0
008			070202s2007 xx ||||gr |0|| 0 eng d
100	1		_aWALDERSEE, Robert _930899
245	1	0	_aThe art of service v the science of measurement : _b
260			_aOxford : _bBlackwell Publishers Limited, _cSeptember 1999
520	3		_aMantras such as 'If you can't measure it you can't manage it' have become standards of management practice. At no point are the logic or assumptions that link measurement to performance questioned. Formal measurement has its place in the broader art of service leadership. But so do the other aspects of assessment, including personal experience of the service, observation, frontline input, customer meetings and a raft of informal monitoring activities. When conducted properly, these other ways of knowing are just as reliable, valid and manageable as any quantitative system. More quantification is not necessarily better. Service leaders must stand back and understand when to use the science of measurement and when to develop the art of management
773	0	8	_tAustralian Journal of Public Administration _g58, 3, p. 38-42 _dOxford : Blackwell Publishers Limited, September 1999 _xISSN 0313-6647 _w
942			_cS
998			_a20070202 _b1940^b _cCarolina
999			_aConvertido do Formato PHL _bPHL2MARC21 1.1 _c22413 _d22413
041			_aeng