Process Improvement in Service Industries

Event Location / Date(s)

Chicago, IL

Event Name / Location

23rd Annual Productions and Operations Management Society (POMS) Conference

Presentation Date

4-30-2012

Document Type

Conference Presentation

Presenter(s) / Author(s)

David Hinds, Nova Southeastern UniversityFollow

Description

Reported applications of process improvement programs and activities within service industries are reviewed. Application instances are analyzed with respect to industry type, program type, activity type, and Schmenner’s service process matrix. Patterns of adoption and usage are noted. Possible explanations are offered leading to future research opportunities.

NSUWorks Citation

Hinds, David, "Process Improvement in Service Industries" (2012). HCBE Faculty Presentations. 1207.
https://nsuworks.nova.edu/hcbe_facpres/1207