Abstract

The Optimum Service Excellence Model (OSEM) provides a holistic methodology for organizational assessment, emphasizing a harmonious blend of financial performance, customer satisfaction, operational efficiency, and continual learning. This integrative model facilitates strategic alignment of goals, propelling ongoing enhancements in service delivery while ensuring the organization's operations are financially sustainable and advantageous for its clientele. OSEM, by prioritizing fundamental principles, positions organizations for enduring success. This paper advocates a pioneering performance evaluation approach by combining the 4Cs+1E framework with the established Balanced Scorecard (BSC) methodology. The 4Cs+1E framework, encompassing Challenge, Consult, Compare, Compete, and Equality, seamlessly complements the BSC's perspectives of financial, customer, internal processes, and learning and growth. Integrating these frameworks presents a more thorough and strategic performance management strategy, particularly beneficial for the manufacturing and service industries.

Keywords: Performance Evaluation, Balanced Scorecard (BSC), 4Cs+1E Framework, OSEM.

MICHAEL OSEI

Affiliation

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Enhancing Organizational Evaluation with the Optimum Service Excellence Model