Design and Improvement of Service Processes—Process Management


Please sign in to view the rest of this entry.

Design and Improvement of Service Processes—Process Management
1011205Design and Improvement of Service Processes—Process Management
<emphasis role="bold">Introduction</emphasis> There are two key aspects in delivering service to customers: the service product and the service process. Designing and improving the main service process and other supporting processes is a key task in achieving superior service quality. What is a process? Caulkin (1989) defines it as being a “continuous and regular action or su…
Citation
Kai Yang: Design for Six Sigma for Service. Design and Improvement of Service Processes—Process Management, Chapter (McGraw-Hill Professional, 2005), AccessEngineering Export