Title :
Postponement Method in Service Process Re-Engineering: A Catering Case
Author :
Tang, Daijian ; Chen, Jue
Author_Institution :
Sch. of Tourism & City Manage., Zhejiang Gongshang Univ., Hangzhou, China
Abstract :
The research integrated the postponement approach into service BPR by conducting a case study in catering services. It justified the effectiveness of postponement method for service BPR in dealing with the feature of customer contact in service process. And it also identified the role of modularization in postponement for service BPR project and the way modularization is applied. The paper then summarized the factors that may affect the postponement point and revealed how they worked in the postponement process. Finally future research direction was also discussed.
Keywords :
business process re-engineering; catering industry; customer services; catering; customer contact; modularization; postponement method; service BPR; service process re-engineering; Business process re-engineering; Cleaning; Manufacturing; Materials; Supply chains;
Conference_Titel :
Management and Service Science (MASS), 2010 International Conference on
Conference_Location :
Wuhan
Print_ISBN :
978-1-4244-5325-2
Electronic_ISBN :
978-1-4244-5326-9
DOI :
10.1109/ICMSS.2010.5577171
