Title :
Identification of postponement point in service delivery process: A description model
Author :
Tang, Daijian ; Chen, Jue
Abstract :
The paper intended to apply the postponement theory which had been wildly practiced in manufacture sector, into the operation of services, and propose an understanding of CODP in service provision process and a model for identifying it. After reviewing the relevant literatures, the paper discussed the differences between manufacture process and service process with special concern on customer contact, which helped to reach an understanding of the CODP in service operation and the factors influencing it. Based on this a description model for how to identify the CODP in service provision process and further research directions were proposed.
Keywords :
customer services; goods distribution; manufacturing industries; manufacturing processes; customer contact; description model; manufacture process; manufacture sector; postponement point identification; postponement theory; service delivery process; service provision process; Cost function; Delay; Globalization; Labeling; Logistics; Manufacturing industries; Manufacturing processes; Outsourcing; Pulp manufacturing; Supply chains; Customers contact; Postponement; Production systems; System modeling;
Conference_Titel :
Service Systems and Service Management, 2009. ICSSSM '09. 6th International Conference on
Conference_Location :
Xiamen
Print_ISBN :
978-1-4244-3661-3
Electronic_ISBN :
978-1-4244-3662-0
DOI :
10.1109/ICSSSM.2009.5174904
