Author/Authors
R. Di Mascio and G. W. Barton، نويسنده ,
DocumentNumber
1384544
Title Of Article
Service process control: a method to compare dynamic robustness of alternative service processes
شماره ركورد
11255
Latin Abstract
This paper contributes to the service engineering field by developing a procedure to compare the dynamic robustness of alternative
service delivery processes. The procedure adapts an existing method for comparing the dynamic robustness of chemical
process control systems. It has four steps: (a) characterisation of each type of uncertainty that affects the service plant; (b) Monte
Carlo computer simulation of the process flowchart to determine how the service process responds to different combinations of
uncertainties; (c) calculation of a quality index for each combination of uncertainties; and (d) plotting of a frequency distribution of
these indices. The tighter the resulting distribution, the more robust the system. The procedure can be used to evaluate the effects of
design and control changes in the service delivery process. To demonstrate the procedure, a modification to a hospital patienttreatment
process is evaluated.
From Page
645
NaturalLanguageKeyword
Service engineering , Service process control , Dynamic robustness , Taguchi , Service design , quality
JournalTitle
Studia Iranica
To Page
653
To Page
653
Link To Document