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Erschienen in:
2014 | OriginalPaper | Buchkapitel
2. The Industrialization of Services
verfasst von : Uday Karmarkar
Erschienen in: Managing Consumer Services
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Abstract
The industrialization of services, just as with goods production and manufacturing, is a complex topic. Perhaps more so, since services are very heterogeneous, and often have features that do not exist in most manufacturing processes. A fundamental aspect of services is the lack of a tangible output; in fact in many cases the outputs and outcomes may not even be observable. That creates basic issues around the entire question of productivity at least in the sense of measurement and quantification. Another service characteristic is the presence and participation of the customer in front office service processes. This creates challenges for managing process efficiency, as well as necessitating close attention to the implications for customer experience. So one has to look at “industrialization” of services with more than a single perspective and to understand the differences between back room and front office processes.