خدمات قوی
Abstract
1. The service design dilemma
2. Robust service systems
3. Robust people or robust processes?
4. Robust people
5. Robust processes
6. Moving from robust people to robust processes
7. Recommendations
References
Abstract
Service systems are inherently subject to variability, whether through customers, service providers, suppliers, or unexpected events. Yet, customers demand excellence and consistency regardless of this variability. In general, there are two ways to handle this variability: with people or with processes. We use the concept of robustness to describe these two approaches, address when one or the other might be appropriate, and discuss how and why one might transition from one approach to the other. Robust people and robust processes within a system can inform and build upon one another in a cycle that mirrors that of continuous improvement. Investing in this cycle can help an organization move toward a system that relies more on robust processes and less on hiring and training robust people, allowing the organization to be scalable while simultaneously creating new opportunities for incumbent robust people.
The service design dilemma
We spend a lot of time and resources on hiring robust people because our processes are weak right now. We are also spending a lot of time and energy strengthening our processes so we don’t have to devote as many resources on finding robust people in the future. –—Dan FitzHenry, GM of Operations, Grit Coffee Bar and Café, Charlottesville, Virginia (personal communication, February 6, 2018) Service systems are inherently subject to variability, whether through customers, service providers, suppliers, or unexpected events. Yet, customers demand excellence and consistency regardless of this variability. In general, there are two ways to handle this variability–—through people or through processes. We use the concept of robustness to describe these two approaches, discussing when one or the other might be appropriate and how and why one might transition from one approach to the other.