Title: Designing service processes: a design factor based process model

Authors: Sidhartha R. Das, Cem Canel

Addresses: George Mason University, MS No. 5F4, School of Management, 4400 University Drive, Fairfax, VA 22030-4444, USA. ' The University of North Carolina at Wilmington, Department of Information Systems and Operations Management, 601 S. College Road, Wilmington, NC 28403-3297, USA

Abstract: The challenge of increased service quality and productivity in the service industry cannot be met by simply adapting the present product-oriented operations management techniques to a people-oriented endeavour. We must develop a new perspective, one that encompasses the uniqueness of service organisations while capturing the knowledge gained from manufacturing over the last hundred years. This paper explores how service processes can be designed from this new perspective. It identifies six major design factors that are to be used when designing service processes and discusses how they are related. It also describes a process model that uses these design factors for designing service processes.

Keywords: service process design; design factors; service processes; service quality; service productivity; process modelling; services.

DOI: 10.1504/IJSTM.2006.008188

International Journal of Services Technology and Management, 2006 Vol.7 No.1, pp.85 - 107

Published online: 22 Nov 2005 *

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