Crafting Service Processes

Jean Harvey

Description

As the title makes clear, this book is about the design and delivery of service experiences. This includes the design of installations, facilities, technologies and scripts used in the staging of such experiences. It introduces the reader to many fundamental notions in service operations, from positioning to execution, with much attention paid to human experiences such as those of customers and service workers; be they performing simple repetitive tasks or complex mental tasks. The subject is treated in an user-friendly manner with a storytelling context, focusing initially on every day services (coffee shops, fast food, supermarkets) and then moving on to complex services (lawyers, physicians, engineers, accountants).
Contrary to popular hype, not all service experiences are meant to be memorable. If all you need is a cup of coffee and this is done quickly, effortlessly, and painlessly, that's good. If there's a little plus along the way, that's better: you'll make a mental note that this is a good place to stop next time you are in the area.
In an age of exponential technological change, service delivery processes are changing quickly and service industries are being creatively destroyed. You want to be the disruptor, willing to disrupt a large part of your actual income streams. The ability to maintain differentiation rests largely on an in-depth understanding of the service experience and operational excellence. The future belongs to the fastest learner. Intuition is only part of the story.

Sujets

• Business
• Qualité, hygiène, sécurité, environnement
• Total Quality Management
• Gestion et management
• Economics

Informations

• Publié par: ASQ Quality Press
• Date de parution: 28 mars 2019
• Nombre de lectures: 0
• EAN13: 9781953079114
• Langue: English
• Poids de l'ouvrage: 6 Mo

Extrait

“I learned from Dr. Harvey not only about how to improve and transform businesses
and organizations, but also the people’s life, including mine, in an awesome way.”
—Horacio Rodríguez Véliz
Latin America Operations Excellence Leader, Cummins Inc.
“Rich examples, exquisite grounded journey in business, Harvey takes you step by
step on a passionate odyssey to link humans through a vital tool: service.”
—Javier Gomez
Plant Manager, Mexico, Eaton Corporation
“Over the years, we’ve had to deal with mixed crowds in our classrooms.
Operational excellence specialists from manufacturing and service businesses often learn
their trade side by side, glancing at each other warily while their instructor does his
best to please everyone and use a healthy mix of real-life examples from both
realities. But there comes a point where the tangible and structured flow of a product is
more appealing and way easier to work with than what Jean Harvey calls “the messy
reality” of a complex service request. That fact alone probably explains why books
and articles covering the manufacturing implementation of continuous improvement
tools outnumber those discussing the same topic for service businesses.
Across the range of complex services, Professor Harvey leads the reader inside
system thinking and later critically illustrates complex adaptive systems. A great
resource, both for learning about process management in complex services and for
refreshing the mind of more expert managers.”
—Claudio Kavrecic
Head of the Centre of Excellence for Combatting Document Fraud
European Border and Coast Guard Agency, Frontex
“Crafting Service Processes: The Art and Science dares to venture where most
instructors and authors would give up. That tipping point when someone will ask
how this or that concept can be grounded in a context way more intricate than a
coffee shop or a hairdressing salon. Dr. Harvey’s bucket for unique or “one-off”
processes, for which managing for results is more important than repeatability, is
intentionally narrow. A lot of use cases that many would consider off-limits are
covered in this book and help set the foundations for tackling tomorrow’s challenges.
Let’s keep in mind that even the typically reassuring manufacturing processes where
the product can be seen and touched are currently being migrated to an industry 4.0
world where algorithms and artificial intelligence will mimic decision trees as broad
as those of a complex service request. Just as Dr. Harvey addresses blurry
interactions between architects, lawyers, and engineers, process experts in the near future
will need to teach man-made objects how to handle every possible situation through
machine or deep learning. That’s why this book is even more all-encompassing than
at first glance.”
—Johanne Maletto
General Manager, Quebec Association for Quality, Canada“A wonderful tool for anyone looking for a way to unleash your company’s
innovation and execution potential. The proposed models, concepts, and
methodologies presented provide a framework and road map to understanding how value is
created in an organization. This is a new perspective on the art and science of
process improvement and design, rooted in Jean Harvey’s vast experience with various
industries around the world.”
—Rosario Arias
Executive Director, Starscamp, Lima, Peru
(Innovation and Organizational Transformation Consulting)
“After Complex Service Delivery Processes, Jean Harvey simplifies in this book
sophisticated notions such as service design and delivery, value proposition, and
customer satisfaction using examples from everyday life: family, coffee, food, and
finance. I enjoyed reading the book a lot, and its originality.”
—Dr. Massoud Toussi
Real World Evidence & Analytics Solutions, IQVIA, Paris, France
“Deep knowledge in a friendly lecture . . . this book is an excellent example of the
process . . . easy and significant.”
—Ulises Limón
Director General, Grupo Limón, MéxicoCrafting Service
Processes: The Art
and ScienceAlso available from ASQ Quality Press:
Complex Service Delivery Processes, Third Edition
Jean Harvey
The Joy of Lean
Dodd Starbird
Juran’s Quality Handbook, Seventh Edition
Joseph A. DeFeo
Kaizen Kanban
Fabrice Bouchereau
The Certified Six Sigma Green Belt Handbook, Second Edition
Roderick A. Munro, Govindarajan Ramu, and Daniel J. Zrymiak
The ASQ Six Sigma Black Belt Pocket Guide
T. M. Kubiak
The Certified Six Sigma Black Belt Handbook, Third Edition
T. M. Kubiak and Donald W. Benbow
The Certified Six Sigma Yellow Belt Handbook
Govindarajan Ramu
The Quality Toolbox, Second Edition
Nancy R. Tague
The Certified Manager of Quality/Organizational Excellence Handbook, Fourth Edition
Russell T. Westcott, editor
To request a complimentary catalog of ASQ Quality Press publications,
call 800-248-1946, or visit our website at http://www.asq.org/quality-press.Crafting Service
Processes: The Art
and Science
Jean Harvey
ASQ Quality Press
Milwaukee, WisconsinAmerican Society for Quality, Quality Press, Milwaukee 53203
© 2019 by ASQ
All rights reserved. Published 2019
Printed in the United States of America
25 24 23 22 21 20 19 5 4 3 2 1
Library of Congress Cataloging-in-Publication Data
Names: Harvey, Jean, 1950– author.
Title: Crafting service processes : the art and science / Jean Harvey.
Description: Milwaukee, Wisconsin : ASQ Quality Press, [2019] | Includes
bibliographical references and index.
Identifiers: LCCN 2019006539 | ISBN 9780873899840 (hard cover : alk. paper)
Subjects: LCSH: Service industries—Management. | Organizational
effectiveness.
Classification: LCC HD9980.5 .H3753 2019 | DDC 658—dc23
LC record available at https://lccn.loc.gov/2019006539
ISBN: 978-0-87389-984-0
No part of this book may be reproduced in any form or by any means, electronic,
mechanical, photocopying, recording, or otherwise, without the prior written permission
of the publisher.
Publisher: Seiche Sanders
Sr. Creative Services Specialist: Randall L. Benson
ASQ Mission: The American Society for Quality advances individual, organizational,
and community excellence worldwide through learning, quality improvement, and
knowledge exchange.
Attention Bookstores, Wholesalers, Schools, and Corporations: ASQ Quality Press books,
video, audio, and software are available at quantity discounts with bulk purchases for
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To place orders or to request ASQ membership information, call 800-248-1946. Visit our
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Printed on acid-free paper
Table of Contents
List of Figures and Tables xi
Preface xv
Chapter 1 Family Processes 1
1.1 Introduction ................................................ 1
Context .................................................. 1
1.2 Values and Value ............................................ 1
1.3 Family Operations Management ................................ 6
Capacity Management ....................................... 6
Division of Work ........................................... 8
Procurement .............................................. 10
Planning ................................................. 10
Standards ................................................. 10
1.4 Process improvement at the Carters’ ............................ 10
Define (“Scoping”) ......................................... 11
Measure .................................................. 14
Analyze 17
Improve 17
Control ................................................... 18
1.5 New process design ......................................... 19
Define ................................................... 20
Characterize .............................................. 21
Design 25
Verify 31
1.6 Conclusion ................................................ 32
Values, Value, Processes, and Metrics .......................... 32
Improving and Designing .................................... 33
Change Management ........................................ 33
From Family to Business ..................................... 33
References .................................................... 35
viiviii Table of Contents
Chapter 2 Jean’s Coffee Mug 37
2.1 Introduction ................................................ 37
2.2 What Is a Service Business? ................................... 37
Gourmet Coffee ............................................ 38
Context .................................................. 39
2.3 A Guided Tour of Jean’s Coffee Mug ........................... 40
2.4 Customer Experience and Value ................................ 42
2.5 Service Concept, Positioning, and Differentiation .................. 45
2.6 Employee Experience, Job Concept, Value Proposition .............. 50
2.7 Operations Strategy ......................................... 54
Pit Stop 55
Zen ..................................................... 56
Gathering Place ............................................ 56
Nimble ................................................... 56
2.8 Operations Management ...................................... 57
Division of Work ........................................... 57
Capacity Management and Planning ............................ 57
Procurement and Inventory Management ........................ 57
Layout ................................................... 58
Standards ................................................. 58
IS/IT .................................................... 58
Operational Processes ....................................... 58
2.9 Shareholder Value 64
2.10 Connecting Value with Processes—a Model .........