Robust services: People or processes?

Elliott N. Weiss and Rebecca Goldberg

Business Horizons, 2019, vol. 62, issue 4, 521-527

Abstract: Service systems are inherently subject to variability, whether through customers, service providers, suppliers, or unexpected events. Yet, customers demand excellence and consistency regardless of this variability. In general, there are two ways to handle this variability: with people or with processes. We use the concept of robustness to describe these two approaches, address when one or the other might be appropriate, and discuss how and why one might transition from one approach to the other. Robust people and robust processes within a system can inform and build upon one another in a cycle that mirrors that of continuous improvement. Investing in this cycle can help an organization move toward a system that relies more on robust processes and less on hiring and training robust people, allowing the organization to be scalable while simultaneously creating new opportunities for incumbent robust people.

Keywords: Service operations management; Hiring management; Process variable; Startup hiring; Process management (search for similar items in EconPapers)
Date: 2019
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Citations: View citations in EconPapers (1)

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Persistent link: https://EconPapers.repec.org/RePEc:eee:bushor:v:62:y:2019:i:4:p:521-527

DOI: 10.1016/j.bushor.2019.03.006

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