Dynamically mixing service operations strategies
Subtitle: examples from health care
By: Richard M.J. Bohmer
Contributors: Harvard Business School. Division of Research
Series: Working paper / Division of Research, Harvard Business School -- 05-004; Working paper (Harvard Business School. Division of Research) -- 05-004
Publisher: Division of Research, Harvard Business School
Published: 2004
Place of publication: Boston
Language: eng
Number of pages: 29
Description: Although the management literature often treats custom and standard processes as separate, service managers must often provide both within the same operating system, dynamically combining the two types of service process. The challenge this poses is particularly evident in health care, once resolutely customized and now an uncomfortable mix of custom and standard. Using examples drawn from healthcare delivery, this paper proposes four operational strategies for combining custom and standard processes. Sorting strategies group customers into those whose needs can be met with pure a custom or standard process and combining strategies mix the two process types. The choice of operating strategy depends on the characteristics of both the customer's needs and the service processes. Mismatch between these characteristics and the operating strategy chosen is discussed.
Notes: "July 2004"--Added t.p.

Includes bibliographical references.