Service Firm's Operations

 

Beefing Up Operations in Service Firms

Richard B. Chase and Robert H. Hayes

October 15, 1991

MAGAZINE FALL 1991

https://sloanreview.mit.edu/article/beefing-up-operations-in-service-firms/

The Operations Function of service firms

In service firms, two types of operations are carried out. One type  is  encounter between the customer and the organization (service person). The medium by which these encounters are carried out can be different like face-to-face, by phone, or by electromechanical device. They are the firm’s service delivery system. The other type are  activities that take place within the organization without the customer being present  and constitute the “back office” support system. These involve such tasks as processing paperwork, cooking a restaurant meal, or taking baggage off of a plane. This second type of  activities are analogous to the production processes in the factory— working on things rather than people.

Managing Service Operations: Design and Implementation

Bill Hollins, Sadie Shinkins

SAGE, 18-Sep-2006 - Business & Economics - 312 pages

`Bill Hollins continues his practical investigation of design in the service sector. In this new book with Sadie Shinkins, he provides a down to earth approach to an important topic in the field′ - Naomi Gornick, Honorary Professor, University of Dundee

Guiding readers through each stage in the design and implementation of service operations, this book combines lively examples that are easy to relate to with clearly explained theory.

Throughout, chapters contain pedagogical features that will help students to get the most from the ideas and examples being presented in the book.

https://books.google.co.in/books?id=9UHUoR8YOlwC