ABSTRACT
https://s3-euw1-ap-pe-df-pch-content-public-p.s3.eu-west-1.amazonaws.com/9780429436932/9840589e-5c3c-4116-a3b8-4751b7572a5d/content/unfig19_2.tif" xmlns:xlink="https://www.w3.org/1999/xlink"/>Yesterday, we talked about the difference between SOPs and standards in Lean and about how to begin to determine which parts of service processes should be standardized. Today we’re going to take a look at another important area where standards are extremely important (and often overlooked) in services: the decision-making process.
