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Article
Publication date: 5 September 2012

Irma Tikkanen and Anne Silvan

The purpose of this paper is to describe the service process of municipal home care catering with respect to both sub‐processes and their development needs. One case is introduced.

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Abstract

Purpose

The purpose of this paper is to describe the service process of municipal home care catering with respect to both sub‐processes and their development needs. One case is introduced.

Design/methodology/approach

Existing research on Meals‐On‐Wheels is illustrated. The theoretical concepts include service design, a service process, and a foodservice production process. Empirical data were collected from the two representatives of the case organisation by using a theme interview form.

Findings

The service process of home care catering comprises an information system and four sub‐processes: customer registration and ordering; food production; meal delivery; and invoicing. The main development needs focus on the electronic information system. Other development needs concern menu design, utilizing a cook‐chill method, delivering chilled meals, offering a service voucher, and implementing invoicing with other municipalities.

Practical implications

Due to an aging population, demand on the municipal home care catering services is increasing. The efficiency of the sub‐processes has to be improved by an electronic information system. Alternative models in home care catering service have to be offered.

Originality/value

The findings offer ideas to other home care catering organisations for developing their service processes.

Details

Nutrition & Food Science, vol. 42 no. 5
Type: Research Article
ISSN: 0034-6659

Keywords

Article
Publication date: 1 March 1995

Samuel Wathen and John C. Anderson

Service delivery requires the reception and processing of customerinformation. To deliver a service that satisfies customers, service jobdesign should consider information…

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Abstract

Service delivery requires the reception and processing of customer information. To deliver a service that satisfies customers, service job design should consider information needed to complete service delivery tasks. The objective here is to determine if the quantity of customer information received by a service delivery process has implications for service job design.

Details

International Journal of Service Industry Management, vol. 6 no. 1
Type: Research Article
ISSN: 0956-4233

Keywords

Book part
Publication date: 16 August 2014

Anne-Maria Holma

This study provides a comprehensive framework of adaptation in triadic business relationship settings in the service sector. The framework is based on the industrial…

Abstract

This study provides a comprehensive framework of adaptation in triadic business relationship settings in the service sector. The framework is based on the industrial network approach (see, e.g., Axelsson & Easton, 1992; Håkansson & Snehota, 1995a). The study describes how adaptations initiate, how they progress, and what the outcomes of these adaptations are. Furthermore, the framework takes into account how adaptations spread in triadic relationship settings. The empirical context is corporate travel management, which is a chain of activities where an industrial enterprise, and its preferred travel agency and service supplier partners combine their resources. The scientific philosophy, on which the knowledge creation is based, is realist ontology. Epistemologically, the study relies on constructionist processes and interpretation. Case studies with in-depth interviews are the main source of data.

Details

Deep Knowledge of B2B Relationships within and Across Borders
Type: Book
ISBN: 978-1-78190-858-7

Keywords

Abstract

Details

Servitization Strategy and Managerial Control
Type: Book
ISBN: 978-1-78714-845-1

Article
Publication date: 11 August 2022

Maricela Salgado, María Valeria De Castro Martínez, Esperanza Marcos Martínez, Marcos López-Sanz and María Luz Martín-Peña

The purpose of the paper is to present a service design (SD)-based methodology developed to help small and medium enterprises (SMEs) undertake organisational change.

Abstract

Purpose

The purpose of the paper is to present a service design (SD)-based methodology developed to help small and medium enterprises (SMEs) undertake organisational change.

Design/methodology/approach

This research used the design science research methodology, which enabled the creation of the Service Design for Organisational Change (SD4OCh) methodology. A real case study of a small service company specialised in neuropsychological disorders was used for the definition and validation of SD4OCh.

Findings

The main outcome of this study is the SD4OCh methodology, which is based on three key stages: diagnosis (knowing where to begin by detecting the organisation's strengths and weaknesses), innovation (improving the structure/processes and designing/redesigning services by employing a customer-centric approach), and implementation (enabling the definition of the route towards organisational change). There is also a transversal evaluation stage, which quantifies the organisational changes.

Research limitations/implications

This study adds valuable knowledge to the service science research field and contributes to the awareness of the usefulness of SD theory within companies, especially those which are small and medium-sized, since those companies lack the tools and methods required to tackle organisational change, signifying that the challenges the companies confront are different to those of larger companies.

Originality/value

Although this is a SD-based research, the SD4OCh methodology was developed in order to enable companies to make holistic changes, namely, to innovate their services, structure, and processes, thus supporting and guiding organisational change.

Details

Journal of Service Theory and Practice, vol. 32 no. 5
Type: Research Article
ISSN: 2055-6225

Keywords

Book part
Publication date: 4 December 2020

Abdelkebir Sahid, Yassine Maleh and Mustapha Belaissaoui

In order to support transformational business change, IT needs to streamline the process of bringing new IT processes to life.In today’s ever-changing business world…

Abstract

In order to support transformational business change, IT needs to streamline the process of bringing new IT processes to life.

In today’s ever-changing business world, nobody knows what is around the corner, so improving agility is the best way to the future-proof organization.

IT Service Management is the ability to collect data, analyze it, to make reports, and to implement improvements in agile mode, sometimes make it challenging to manage all these informational organization assets effectively. To perform real-time monitoring of these activities, manage, and be able to involve the final user in the heart of the IT process, or reduce operating cost, agility is the ideal solution.

In this chapter, the authors propose a global strategic model to improve Information Technology Service Management service management processes with the additions of two drivers: agility management and security management.

Details

Strategic Information System Agility: From Theory to Practices
Type: Book
ISBN: 978-1-80043-811-8

Abstract

Details

Servitization Strategy and Managerial Control
Type: Book
ISBN: 978-1-78714-845-1

Article
Publication date: 21 January 2022

Hadi Balouei Jamkhaneh, Guilherme Luz Tortorella, Sahar Valipour Parkouhi and Reza Shahin

This study seeks to provide a conceptual framework for the classification and selection of Healthcare 4.0 (H4.0) digital technologies affecting healthcare processes.

Abstract

Purpose

This study seeks to provide a conceptual framework for the classification and selection of Healthcare 4.0 (H4.0) digital technologies affecting healthcare processes.

Design/methodology/approach

By examining the literature review, a set of processes of health services based on two axes of interaction and service customization and the axis of labor intensity of the service process matrix was divided into four categories: service factory, mass service, service shop and professional services. Then, using a combination of grey decision-making trial and evaluation laboratory (DEMATEL) and grey weighted aggregates sum product assessment (WASPAS) methods, a framework was presented to compute the impact of each of the H4.0 digital technologies on sub-criteria of the two main axes. Finally, based on the degree of the impact of each technology on the main axes, the technology affecting the four processes was segmented.

Findings

Findings show that the customer participation in the service process (C1), ways to provide customer service (C6) as well as the speed of service delivery (L4) are the most important in the classification of digital technologies affecting healthcare processes.

Research limitations/implications

Various other indicators from the behavioral, cultural, political, social and economic fields can be examined and used as a basis for evaluating H4.0 digital technologies.

Practical implications

The proposed framework can help managers select H4.0 digital technologies to prioritize, review and analyze appropriate technologies to improve and support different processes, prioritize appropriate technologies and review and analyze.

Originality/value

So far, no study has examined the link between digital technologies and various service processes. Therefore, this reinforces the originality and value of the present study.

Article
Publication date: 8 March 2021

Jorge Julião and Marcelo Calvete Gaspar

The COVID-19 pandemic situation has imposed changes in the way many services are being provided. The purpose of this paper is to explore the use of lean thinking and…

Abstract

Purpose

The COVID-19 pandemic situation has imposed changes in the way many services are being provided. The purpose of this paper is to explore the use of lean thinking and digital transformation on services redesign of a higher education institution. The aim is to improve efficiency and incorporate new health and safety recommendations because of the pandemic situation.

Design/methodology/approach

This paper follows a case study approach to explore how lean thinking contributes to the digital transformation of services. The data was collected through student surveys from a Portuguese University, where three different academic services were selected.

Findings

This paper identifies important requirements for new and improved online alternatives to face-to-face interactions of the students with the academic services. It also shows that lean thinking is a driver for digital transformation of services.

Practical implications

This paper presents a dedicated roadmap to aid the implementation of a digital transformation process within student academic services of higher education institutions.

Originality/value

This paper addresses the digital transformation of services through a lean thinking perspective and considering four dimensions: quality, efficiency, cost reduction and health and safety.

Details

International Journal of Lean Six Sigma, vol. 12 no. 4
Type: Research Article
ISSN: 2040-4166

Keywords

Article
Publication date: 17 May 2021

Hamidreza Nasiriasayesh, Alireza Yari and Eslam Nazemi

The concept of business process (BP) as a service is a new solution in enterprises for the purpose of using specific BPs. BPs represent combinations of software services

Abstract

Purpose

The concept of business process (BP) as a service is a new solution in enterprises for the purpose of using specific BPs. BPs represent combinations of software services that must be properly executed by the resources provided by a company’s information technology infrastructure. As the policy requirements are different in each enterprise, processes are constantly evolving and demanding new resources in terms of computation and storage. To support more agility and flexibility, it is common today for enterprises to outsource their processes to clouds and, more recently, to cloud federation environment. Ensuring the optimal allocation of cloud resources to process service during the execution of workflows in accordance with user policy requirements is a major concern. Given the diversity of resources available in a cloud federation environment and the ongoing process changes required based on policies, reallocating cloud resources for service processing may lead to high computational costs and increased overheads in communication costs.

Design/methodology/approach

This paper presents a new adaptive resource allocation approach that uses a novel algorithm extending the natural-based intelligent water drops (IWD) algorithm that optimizes the resource allocation of workflows on the cloud federation which can estimate and optimize final deployment costs. The proposed algorithm is implemented and embedded within the WokflowSim simulation toolkit and tested in different simulated cloud environments with different workflow models.

Findings

The algorithm showed noticeable enhancements over the classical workflow deployment algorithms taking into account the challenges of data transfer. This paper made a comparison between the proposed IWD-based workflow deployment (IWFD) algorithm with other proposed algorithms. IWFD presented considerable improvements in the makespan, cost and data transfer in most situations in the cloud federation environment.

Originality/value

An extension for WorkflowSim to support the implementation of BPs in a federation cloud space regarding BP policy. Optimize workflow execution performance in Federated clouds by means of IWFD algorithm.

Details

International Journal of Pervasive Computing and Communications, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 1742-7371

Keywords

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