Information Systems and Service Design (Fall 2011) UC Berkeley, School of Information

(This reading might seem a little odd or out of place, but my goal is to give you a broader perspective of the kinds of things you might want to manipulate in a service system design.  This paper contrasts with the IBM UCD one for this lecture, which focused on techniques for designing an information system in a narrower traditional sense.) 

Think About:

• What are the different areas where variability affects service delivery?
  
• What are the tradeoffs in either reducing or accommodating variability?
  
• Why is it important to consider variability in the design of service systems?