Skip to main content
Taylor & Francis Group Logo
Advanced Search

Click here to search books using title name,author name and keywords.

  • Login
  • Hi, User  
    • Your Account
    • Logout
Advanced Search

Click here to search books using title name,author name and keywords.

Breadcrumbs Section. Click here to navigate to respective pages.

Book

Service Science

Book

Service Science

DOI link for Service Science

Service Science book

Analysis and Improvement of Business Processes

Service Science

DOI link for Service Science

Service Science book

Analysis and Improvement of Business Processes
ByJohn Maleyeff
Edition 1st Edition
First Published 2020
eBook Published 4 August 2020
Pub. Location New York
Imprint Routledge
DOI https://doi.org/10.4324/9780429320750
Pages 238
eBook ISBN 9780429320750
Subjects Economics, Finance, Business & Industry
Share
Share

Get Citation

Maleyeff, J. (2020). Service Science: Analysis and Improvement of Business Processes (1st ed.). Routledge. https://doi.org/10.4324/9780429320750

ABSTRACT

To remain relevant in today’s world, practitioners should presume that they have two jobs: first, to do their work effectively so that they provide value to the organization; second, to improve how the work is done so that their organization remains competitive. This book offers clear guidance to excel at this ubiquitous second job.

Informed by an appreciation that most personnel that work in any firm, even firms that are manufacturing-oriented, routinely provide services as a key element of their jobs, this book explains how to provide and improve internal customer service, regardless of industry or role. It illustrates the common features, or service process "DNA," while providing a diverse set of examples to enhance understanding. Written by a pioneer in the development of principles and methodologies that address services in a structured and distinctive manner, this book stresses that service processes are distinctly different from manufacturing processes.

Rigorous and practical, this book will appeal to students and professionals alike, in business, hospitality, industrial management, public health, and other fields.

Online resources include Excel files that act as templates to help with quantitative analysis routines.

TABLE OF CONTENTS

chapter 1|14 pages

Service Science

chapter 2|18 pages

The Business Process

chapter 3|12 pages

Defining Value

chapter 4|19 pages

Process Mapping & Analysis

chapter 5|13 pages

Waste Removal

chapter 6|15 pages

Consumption Mapping

chapter 7|11 pages

Adding Value

chapter 8|16 pages

Determining Capacity Levels

chapter 9|16 pages

Modeling Business Process Queues

chapter 10|14 pages

Measuring Business Process Performance

chapter 11|17 pages

Statistical Monitoring of Performance

chapter 12|13 pages

Business Process Improvement

chapter 13|12 pages

Supporting Infrastructure for Process Improvement

chapter 14|12 pages

Business Process Outsourcing

T&F logoTaylor & Francis Group logo
  • Policies
    • Privacy Policy
    • Terms & Conditions
    • Cookie Policy
    • Privacy Policy
    • Terms & Conditions
    • Cookie Policy
  • Journals
    • Taylor & Francis Online
    • CogentOA
    • Taylor & Francis Online
    • CogentOA
  • Corporate
    • Taylor & Francis Group
    • Taylor & Francis Group
    • Taylor & Francis Group
    • Taylor & Francis Group
  • Help & Contact
    • Students/Researchers
    • Librarians/Institutions
    • Students/Researchers
    • Librarians/Institutions
  • Connect with us

Connect with us

Registered in England & Wales No. 3099067
5 Howick Place | London | SW1P 1WG © 2021 Informa UK Limited