Sousa, RuiAmorim, Marlene2013-10-022013-10-022010SOUSA, Rui ; AMORIM, Marlene - Operational Criteria for the Design of Front-Office Processes in Multi-Channel Service Delivery Systems. In International Annual EurOMA Conference, 17th, Porto, Portugal, 6-9 June 2010. Proceedings of the 17th European Operations Management Association International Conference. Porto : Faculdade de Economia e Gestão da Universidade Católica Portuguesa. ISBN 978-972-99847-3-0. (electronic proceedings)9789729984730http://hdl.handle.net/10400.14/12843This paper identifies relevant operational factors that affect the design of front-office processes in Multi-Channel Service Delivery Systems. Based on two in-depth case studies in banking and telecommunications, we distinguish four operational factors: i) characteristics of the inputs and outputs of the service activities; ii) characteristics of the transformation taking place; iii) the expected utilization; iv) the economics of developing the activities in the channels. Building on these results, we propose a stepwise approach for addressing the design of front-office models for MC services.engService operationsService designMulti-channel servicesconference object