Towards a Classification of Service Processes

Abstract

Over the years manufacturing managers have been unified by their acceptance of certain terminology to describe generic production processes. This has facilitated the sharing of ideas and management techniques and the development of our understanding of process choice implications on manufacturing strategies. In the service literature, no process model has been so powerful or pervasive as the manufacturing model. Postulates that a service typology which transcends narrow industry boundaries may lead to some cross‐fertilization of ideas and to an understanding of the management methods and techniques appropriate to each service type. Proposes a model analogous to the production process model, which has achieved such universal recognition in the world of manufacturing. Just as production volume is used in the latter model to integrate a wide range of production process dimensions, so suggests that the volume of customers processed per business unit per day correlates with six classification dimensions developed from the service operations literature. Proposes that the three types of service process, professional service, service shop and mass service, give rise to different management concerns, and that service strategy, control and performance measurement will differ significantly between the three.

Citation

Silvestro, R., Fitzgerald, L., Johnston, R. and Voss, C. (1992), "Towards a Classification of Service Processes", International Journal of Service Industry Management, Vol. 3 No. 3, pp. 62-75. https://doi.org/10.1108/09564239210015175