Productivity measurement in the service sector-a new approach necessity

Summary form only given. This paper´s objectives are to show-through a case study in an engineering project shop-the difficulties and distortions when classical concepts about productivity measurement are used in the nonmanufacturing environment. The methodology used in the present study followed the steps: (a) primary data were collected using interviews, questionnaires, and systematic observation; and (b) secondary data were collected using both documental analysis and bibliographic analysis. The collected data was analyzed and compiled to obtain the conclusions