Title :
Application of postponement concept into service process improvement
Author :
Chen, Jue ; Tang, Daijian
Author_Institution :
Contemporary Bus. & Trade Res. Center, Zhejiang Gongshang Univ., Hangzhou, China
Abstract :
The paper applied the postponement approach into service process reengineering by conducting a case study in a restaurant. It justified the effectiveness of postponement method for service BPR in dealing with the feature of customer contact in service process. And it also identified the role of modularization in postponement for service BPR project and the way modularization is applied. The paper then summarized the factors that affected the postponement point and revealed how they put influences on the postponement process. Finally future research direction was proposed.
Keywords :
customer services; customer contact; customer service process; postponement approach; postponement concept; service process reengineering; Business process re-engineering; Cities and towns; Costs; Delay; Educational institutions; History; Logistics; Manufacturing industries; Supply chains; Velocity measurement; BPR; Modularization; Postponement; system reengineering;
Conference_Titel :
Service Systems and Service Management (ICSSSM), 2010 7th International Conference on
Conference_Location :
Tokyo
Print_ISBN :
978-1-4244-6485-2
DOI :
10.1109/ICSSSM.2010.5530157
