Front and back-stage approach in service process re-engineering: a catering service case
The paper applied the front and back-stage approach into service BPR through a detailed case study in catering service. It justified the effectiveness of decoupling front and back-stage for service BPR in dealing with the feature of customer contact in service process. And it also identified the role of technology in both BPR project and decoupling approach. Finally the issues related to balance-striking among various operational objectives in decision of front and back stage were also discussed.
Decoupling of systems Systems engineering Front and back-stage BPR
Jue Chen Daijian Tang Yunhong Hao
the tourism and city management school of Zhejiang Gongshang University
国际会议
2009 6th International Conference on Service Systems and Service Management( 2009 第六届服务系统与服务管理国际会议)
厦门
英文
300-304
2009-06-08(万方平台首次上网日期,不代表论文的发表时间)