Robust Services: People or Processes

Instructions

Participate in a discussion regarding the article Robust Services: People or Processes by Elliott N. Weiss and Rebecca Goldberg. This article discusses how robust people and robust processes within a system can inform each other and lead to continuous improvement.For this discussion please choose one of the following: (1) Choose two service process with which you are familiar and which falls in Quadrant 1 (high-touch service, customization) in Figure 2 of the paper. Discuss in detail how these processes can be transferred from Quadrant 1 to Quadrant 4 (robust processes with low external variability). In your response to another student, make constructive recommendations on how to improve their idea. (2) Pick two service processes and explain in detail the importance of having robust people or robust processes in this particular process.

Answer

Business networks are potentially vulnerable to uncertainty whether by consumers, service companies, vendors, or unpredictable situations. However, because of this inconsistency, consumers need excellence and continuity. This heterogeneity is primarily handled in two ways: with individuals or procedures. To explain all approaches, we talk about why one solution is suitable, how and why one direction could be changed. In a continuum that reflects quality growth, robust individuals and robust systems within a system will advise and expand on each other. Investment in this cycle can contribute to a structure that depends more on stable systems and less on recruiting and educating solid individuals. As a result, the company can be agile while at the same time providing new opportunities for r...
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