Managing Services

Discuss the advantages and the disadvantages of using QFD, ISO 9000, Six Sigma and Lean in service companies. Is there any relationship between the process type (mass service, service factory, etc.) and the possibilities for using these kinds of tool?

1. Take a service process and try to understand the meaning of customer actions, onstage contact employee actions, backstage contact employee actions, support processes and physical evidence.

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2. Think about a specific service process and give examples of the customer-induced variability in these processes

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