ABSTRACT
https://s3-euw1-ap-pe-df-pch-content-public-p.s3.eu-west-1.amazonaws.com/9780429436932/9840589e-5c3c-4116-a3b8-4751b7572a5d/content/unfig13_2.tif" xmlns:xlink="https://www.w3.org/1999/xlink"/> Yesterday, in the first of our three chapters on flow in services, we talked about ‘building in quality’ at the source – doing things right the first time! Today, we’re going to talk about the importance of reducing and eliminating interruptions in service work. This is an extremely important topic, because interruptions cause service workers to stop working on one thing and begin working on another – which is the absolute opposite of the definition of flow! As well, interruptions often cause service representatives to make errors, which causes rework, again disrupting flow – and upsetting customers.
