ABSTRACT
https://s3-euw1-ap-pe-df-pch-content-public-p.s3.eu-west-1.amazonaws.com/9780429436932/9840589e-5c3c-4116-a3b8-4751b7572a5d/content/unfig18_2.tif" xmlns:xlink="https://www.w3.org/1999/xlink"/>I’ve heard a lot of talk and a lot of controversy about standards and standardizing work in services. “We’re not robots and we don’t want to be. Standardizing our work will make us lose our individuality.” And, “We don’t make widgets. What we do is too variable. There’s no way to standardize it.” So, today, we’re going to clear up some misconceptions and take ‘standardizing work in services’ off the long list of ‘I can’t’s.’ To do that, we need to consider:
The difference between standards and standard operating procedures; and,
What needs to be standardized in services … and what doesn’t!
