Information system and performance measures.
Traditional information systems hold historic information of quantitative and monetary nature which has usefully been produced internally. To deal with the type of performance measures describe above, information system must be capable of holding descriptive results from a customer survey, for example, This type of information may come from external consultancies or from internal sources, service businesses being in a good position for collecting survey information because the customer is often at the point of delivery of the service and is therefore easily accessible for data collection.
In addition to adapting to collection and storing descriptive data, information systems must be capable of monitoring non-monetary data, such as customer waiting time and the speed of service delivery. To be most effective this type of information must be instantly available. Therefore the speed with which the data is processed into management information is likely to have to increase.
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