The art of service v the science of measurement: Measuring and managing service delivery

Mantras such as 'If you can't measure it you can't manage it' have become s tandards of management practice. At no point are the logic or assumptions t hat 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 activi ties. When conducted properly, these other ways of knowing are just as reli able, valid and manageable as any quantitative system. More quantification is not necessarily better Sen,ice leaders must stand back and understand wh en to use the science of measurement and when to develop the art of managem ent.