{"title":"Front and back-stage approach in service process re-engineering: a catering service case","authors":"Juei-Yang Chen, Daijian Tang, Yun-hong Hao","doi":"10.1109/ICSSSM.2009.5174897","DOIUrl":null,"url":null,"abstract":"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.","PeriodicalId":287881,"journal":{"name":"2009 6th International Conference on Service Systems and Service Management","volume":"56 1","pages":"0"},"PeriodicalIF":0.0000,"publicationDate":"2009-06-08","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":"0","resultStr":null,"platform":"Semanticscholar","paperid":null,"PeriodicalName":"2009 6th International Conference on Service Systems and Service Management","FirstCategoryId":"1085","ListUrlMain":"https://doi.org/10.1109/ICSSSM.2009.5174897","RegionNum":0,"RegionCategory":null,"ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":null,"EPubDate":"","PubModel":"","JCR":"","JCRName":"","Score":null,"Total":0}
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Abstract
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.
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