This study investigates possibilities for measuring efficiency in service processes. Although there has been considerable research around service processes over the last 25 years, concepts of measurement and evaluation of service processes are rare. The aim of the study is to identify different factors that can affect service efficiency in order to provide a practical, useable model for evaluating the performance of certain service processes. To develop a framework for further research, two service processes are analyzed. These processes were "Student examination writing" at Örebro University and "Passenger Ground Service Delivery" (PGSD) at SAS Ground Services. These processes were used to discover background factors which then structured a search of relevant research literature. Four factors were found in the studied processes, namely lead-time, flexibility, capability and resource utilization. These factors, and relations among them, are used to construct an evaluation model. The model is validated by testing in seven groups with members who are familiar with the analysis of service processes. The conclusion from the tests is that the model can be used for evaluation of service processes.
| Identifer | oai:union.ndltd.org:UPSALLA1/oai:DiVA.org:oru-20578 |
| Date | January 2006 |
| Creators | Johanzon, Conny |
| Publisher | Örebro universitet, Handelshögskolan vid Örebro universitet, Örebro : Örebro universitet |
| Source Sets | DiVA Archive at Upsalla University |
| Language | Swedish |
| Detected Language | English |
| Type | Licentiate thesis, monograph, info:eu-repo/semantics/masterThesis, text |
| Format | application/pdf |
| Rights | info:eu-repo/semantics/openAccess |
| Relation | Örebro Studies in Business, 1651-8888 ; 4 |
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