DocumentCode
2687982
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
fYear
2009
fDate
8-10 June 2009
Firstpage
300
Lastpage
304
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;
fLanguage
English
Publisher
ieee
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
Type
conf
DOI
10.1109/ICSSSM.2009.5174897
Filename
5174897
Link To Document