R2. Frei, "Breaking the Trade-Off Between Efficiency and Service"

Type: 
Reading
Citation: 
Frances Frei, "Breaking the Trade-Off Between Efficiency and Service", Harvard Business Review, November 2006.

(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?
Class Meeting(s) that list this Resource: 
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L13. Design Methods monica 2011/10/12 - 3:48pm