DocumentCode :
1895296
Title :
A Control System Designed to Address the Intangible Nature of Service Risks
Author :
Dubosson, Magali ; Fragnière, Emmanuel ; Milliet, Bernard
Author_Institution :
Haute Ecole de Gestion de Geneve, Carouge
fYear :
2006
fDate :
21-23 June 2006
Firstpage :
90
Lastpage :
95
Abstract :
Due to the intangible nature of services, classical control approaches might not provide the relevant safeguards to enable the service company to reach its objectives. Typically, services results from an experience whose value and quality are complex to measure. Additional difficulties arise when the monitoring of risks is implemented in management information systems. Indeed, assuming that most prominent risks encountered in the service industries is the consequence of "invisible threats", appropriate approaches need to be built. We must also take into account the typical chain of risks that leads to the major damage. To tackle these specific service-type risks, we have designed a qualitative control system that enables auditors to allocate their resources and monitor the sequences of risks. We believe that if properly replaced in the corporate governance context, it could represent a useful tool to manage important categories of service risks. We adopt an internal auditing perspective
Keywords :
control engineering computing; control system synthesis; monitoring; resource allocation; risk management; service industries; management information systems; qualitative control system design; resource allocation; service company; service risk monitoring; Banking; Context-aware services; Control systems; Electrical equipment industry; Frequency; Management information systems; Monitoring; Resource management; Risk management; Uncertainty; Chain of Risks; Internal Control Systems; Operational Risk Management; Perceived Risk;
fLanguage :
English
Publisher :
ieee
Conference_Titel :
Service Operations and Logistics, and Informatics, 2006. SOLI '06. IEEE International Conference on
Conference_Location :
Shanghai
Print_ISBN :
1-4244-0317-0
Electronic_ISBN :
1-4244-0318-9
Type :
conf
DOI :
10.1109/SOLI.2006.328988
Filename :
4125557
Link To Document :
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