Process Improvement in Service Industries
Event Location / Date(s)
Conference Name / Publication Title
23rd Annual Productions and Operations Management Society (POMS) Conference
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.
Hinds, David, "Process Improvement in Service Industries" (2012). HCBE Faculty Presentations. 1207.