ISSD Fall 2009 School of Information, UC Berkeley

 (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.)

Guide Questions

• 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?