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Japanese Improvement Methods
Arenas, Rocio; Munoz-Seca, BeatrizNota técnica PN-490-EServicios y operacionesIn this technical note we introduce a number of tools from the Japanese manufacturing world. After reviewing the literature, we have chosen five specific methods: 5S, Hoshin Kanri, Taguchi, Jidoka and Takt time. Even though they were designed for the world of manufacturing, we could analyze their implementation in other settings. Their implementation in the service world could bring new ideas on how to create more competitive service enterprise...Desde 8,20 €
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New Features Demand
Munoz-Seca, Beatriz; Arenas, RocioNota técnica PN-489-EServicios y operacionesNew Features Demand is a new activity for the firm's service operational structure. Its purpose is to unleash all the potential in the agent-client service encounter. This will translate into new services or new service features. Companies can benefit greatly from their service workforce by extracting new ideas that can help them improve their competitive advantage. This note describes observation and active listening as the two main techniques t...Desde 8,20 €
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An Overview of Service Design
Munoz-Seca, Beatriz; Arenas, RocioNota técnica PN-478-EServicios y operacionesThe purpose of this note is to review service design and new service development literature. In order to provide a comprehensive outlook on the subject, the note starts by reviewing the main concepts of product development and their applicability to service design. It then proceeds to describe the main ideas regarding service design and their linkage to the world of operations.Desde 8,20 €
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The Service Activity Sequence in Healthcare
Munoz-Seca, Beatriz; Arenas, RocioNota técnica PN-485-EServicios y operacionesImprovement in service operations is a key element in Health Care. Starting from the frame of reference provided by the Service Activity Sequence (SAS)[ [Muñoz-Seca, 2011], this note presents experiences on SAS activities. This note provides a brief summary of SAS and expands on examples on how health care providers are dealing with some of the SAS activities.Desde 8,20 €
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Analyzing Emergency Rooms service problems through the Service Activity Sequence
Munoz-Seca, Beatriz; Arenas, RocioNota técnica PN-491-EServicios y operacionesThe service provided by the ER has been suffering all along these last years and ERs have a regime of severe resource constraints. This technical note presents the service problems ERs have and it provides structure and examples on how to classify these problems through the Service Activity Sequence framework (SAS). The SAS (Muñoz-Seca, 2012) describes the activities that transform an idea into a service delivery reality that is in constant cha...Desde 8,20 €