Tight versus lose specifications in service operations
Autor(a) principal: | |
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Data de Publicação: | 2002 |
Outros Autores: | |
Idioma: | eng |
Título da fonte: | Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) |
Texto Completo: | http://hdl.handle.net/10400.14/4603 |
Resumo: | In this exploratory paper we contend that a service specification is an important mechanism which is needed to plan and control the design and delivery of a service. Despite this importance it is surprising that there is limited coverage of the nature of specifications in both the manufacturing and service operations literatures. The purpose of this paper is to explore some of the key differences between a service specification in a mass service and in a professional service. The underlying hypothesis is that mass services will have a tight specification and professional services a loose specification. Based on interviews with senior managers in a UK and a Portuguese bank we found, contrary to expectations, that both mass and professional services made use of tight specifications. Professional services created their customisation from the tightly specified base using skilled staff at the interaction with the customer. We would also seek to challenge the view that mass and professional service processes are distinct, as they both appear to have mass-type tendencies with standardised and tightly controlled cores, and that professional services differ simply through the addition of a degree of customisation. |
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Tight versus lose specifications in service operationsServiceSpecificationPerformanceControlIn this exploratory paper we contend that a service specification is an important mechanism which is needed to plan and control the design and delivery of a service. Despite this importance it is surprising that there is limited coverage of the nature of specifications in both the manufacturing and service operations literatures. The purpose of this paper is to explore some of the key differences between a service specification in a mass service and in a professional service. The underlying hypothesis is that mass services will have a tight specification and professional services a loose specification. Based on interviews with senior managers in a UK and a Portuguese bank we found, contrary to expectations, that both mass and professional services made use of tight specifications. Professional services created their customisation from the tightly specified base using skilled staff at the interaction with the customer. We would also seek to challenge the view that mass and professional service processes are distinct, as they both appear to have mass-type tendencies with standardised and tightly controlled cores, and that professional services differ simply through the addition of a degree of customisation.EurOMA - European Operations Management AssociationVeritati - Repositório Institucional da Universidade Católica PortuguesaPinto, SofiaJohnston, Robert2011-06-29T08:46:10Z20022002-01-01T00:00:00Zconference objectinfo:eu-repo/semantics/publishedVersionapplication/pdfhttp://hdl.handle.net/10400.14/4603engINTERNATIONAL EUROMA CONFERENCE, 9th, Copenhaga Denmark, June, 2002 - Proceedings of the 9th International EurOMA Conference – Operations management and the New Economy. Vol. 2. p. 1183-1190info:eu-repo/semantics/openAccessreponame:Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)instname:Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informaçãoinstacron:RCAAP2024-09-06T12:00:04Zoai:repositorio.ucp.pt:10400.14/4603Portal AgregadorONGhttps://www.rcaap.pt/oai/openairemluisa.alvim@gmail.comopendoar:71602024-09-06T12:00:04Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) - Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informaçãofalse |
dc.title.none.fl_str_mv |
Tight versus lose specifications in service operations |
title |
Tight versus lose specifications in service operations |
spellingShingle |
Tight versus lose specifications in service operations Pinto, Sofia Service Specification Performance Control |
title_short |
Tight versus lose specifications in service operations |
title_full |
Tight versus lose specifications in service operations |
title_fullStr |
Tight versus lose specifications in service operations |
title_full_unstemmed |
Tight versus lose specifications in service operations |
title_sort |
Tight versus lose specifications in service operations |
author |
Pinto, Sofia |
author_facet |
Pinto, Sofia Johnston, Robert |
author_role |
author |
author2 |
Johnston, Robert |
author2_role |
author |
dc.contributor.none.fl_str_mv |
Veritati - Repositório Institucional da Universidade Católica Portuguesa |
dc.contributor.author.fl_str_mv |
Pinto, Sofia Johnston, Robert |
dc.subject.por.fl_str_mv |
Service Specification Performance Control |
topic |
Service Specification Performance Control |
description |
In this exploratory paper we contend that a service specification is an important mechanism which is needed to plan and control the design and delivery of a service. Despite this importance it is surprising that there is limited coverage of the nature of specifications in both the manufacturing and service operations literatures. The purpose of this paper is to explore some of the key differences between a service specification in a mass service and in a professional service. The underlying hypothesis is that mass services will have a tight specification and professional services a loose specification. Based on interviews with senior managers in a UK and a Portuguese bank we found, contrary to expectations, that both mass and professional services made use of tight specifications. Professional services created their customisation from the tightly specified base using skilled staff at the interaction with the customer. We would also seek to challenge the view that mass and professional service processes are distinct, as they both appear to have mass-type tendencies with standardised and tightly controlled cores, and that professional services differ simply through the addition of a degree of customisation. |
publishDate |
2002 |
dc.date.none.fl_str_mv |
2002 2002-01-01T00:00:00Z 2011-06-29T08:46:10Z |
dc.type.driver.fl_str_mv |
conference object |
dc.type.status.fl_str_mv |
info:eu-repo/semantics/publishedVersion |
status_str |
publishedVersion |
dc.identifier.uri.fl_str_mv |
http://hdl.handle.net/10400.14/4603 |
url |
http://hdl.handle.net/10400.14/4603 |
dc.language.iso.fl_str_mv |
eng |
language |
eng |
dc.relation.none.fl_str_mv |
INTERNATIONAL EUROMA CONFERENCE, 9th, Copenhaga Denmark, June, 2002 - Proceedings of the 9th International EurOMA Conference – Operations management and the New Economy. Vol. 2. p. 1183-1190 |
dc.rights.driver.fl_str_mv |
info:eu-repo/semantics/openAccess |
eu_rights_str_mv |
openAccess |
dc.format.none.fl_str_mv |
application/pdf |
dc.publisher.none.fl_str_mv |
EurOMA - European Operations Management Association |
publisher.none.fl_str_mv |
EurOMA - European Operations Management Association |
dc.source.none.fl_str_mv |
reponame:Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) instname:Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informação instacron:RCAAP |
instname_str |
Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informação |
instacron_str |
RCAAP |
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RCAAP |
reponame_str |
Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) |
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Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) |
repository.name.fl_str_mv |
Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) - Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informação |
repository.mail.fl_str_mv |
mluisa.alvim@gmail.com |
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1817546706075516928 |