Title :
Front and back-stage approach in service process re-engineering: a catering service case
Author :
Chen, Jue ; Tang, Daijian ; Hao, Yunhong
Author_Institution :
Zhejiang Gongshang Univ., Hangzhou, China
Abstract :
The paper applied the front and back-stage approach into service BPR through a detailed case study in catering service. It justified the effectiveness of decoupling front and back-stage for service BPR in dealing with the feature of customer contact in service process. And it also identified the role of technology in both BPR project and decoupling approach. Finally the issues related to balance-striking among various operational objectives in decision of front and back stage were also discussed.
Keywords :
business process re-engineering; catering industry; business process re-engineering; catering service; customer contact; service BPR; service process re-engineering; Business process re-engineering; Context-aware services; Costs; Engineering management; Manufacturing; Marketing and sales; Process design; Quality management; Systems engineering and theory; Uncertainty; BPR; Decoupling of systems; Front and back-stage; Systems engineering;
Conference_Titel :
Service Systems and Service Management, 2009. ICSSSM '09. 6th International Conference on
Conference_Location :
Xiamen
Print_ISBN :
978-1-4244-3661-3
Electronic_ISBN :
978-1-4244-3662-0
DOI :
10.1109/ICSSSM.2009.5174897
