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Authors
Advisor(s)
Abstract(s)
In this exploratory paper we contend that a service specification is an important mechanism which is needed to plan and control the design and delivery of a service. Despite this importance it is surprising that there is limited coverage of the nature of specifications in both
the manufacturing and service operations literatures. The purpose of this paper is to explore some of the key differences between a service specification in a mass service and in a professional service. The underlying hypothesis is that mass services will have a tight specification and professional services a loose specification. Based on interviews with senior
managers in a UK and a Portuguese bank we found, contrary to expectations, that both mass and professional services made use of tight specifications. Professional services created their customisation from the tightly specified base using skilled staff at the interaction with the customer. We would also seek to challenge the view that mass and professional service processes are distinct, as they both appear to have mass-type tendencies with standardised and tightly controlled cores, and that professional services differ simply through the addition of a degree of customisation.
Description
Keywords
Service Specification Performance Control
Citation
INTERNATIONAL EUROMA CONFERENCE, 9th, Copenhaga Denmark, June, 2002 - Proceedings of the 9th International EurOMA Conference – Operations management and the New Economy. Vol. 2. p. 1183-1190
Publisher
EurOMA - European Operations Management Association