Service productivity: a journey planner

Farhad Shafti

Research output: Contribution to conferencePaper

Abstract

The article aims to develop and justify a framework to be used as a journey planner for approaching service productivity by both practitioners and academics. This is based on the notion of customer vs. provider productivity as proposed by a number of researchers on the subject. Two main approaches to research into service productivity are discussed. Important lessons that can be learned are pointed out. A third approach is introduced where instead of seeking a single solution, the most appropriate solution is sought for each type of service operations. The importance of being pragmatic in approaching service productivity is emphasised.

Conference

ConferencePMA 2016 Conference
CountryUnited Kingdom
CityEdinburgh
Period26/06/1629/06/16
Internet address

Fingerprint

Productivity
Service operations

Keywords

  • service
  • improvement
  • measurement
  • productivity
  • performance measurement
  • provider productivity
  • customer productivity
  • service organisation
  • researchers

Cite this

Shafti, F. (2016). Service productivity: a journey planner. Paper presented at PMA 2016 Conference, Edinburgh, United Kingdom.
Shafti, Farhad. / Service productivity : a journey planner. Paper presented at PMA 2016 Conference, Edinburgh, United Kingdom.15 p.
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Shafti, F 2016, 'Service productivity: a journey planner' Paper presented at PMA 2016 Conference, Edinburgh, United Kingdom, 26/06/16 - 29/06/16, .

Service productivity : a journey planner. / Shafti, Farhad.

2016. Paper presented at PMA 2016 Conference, Edinburgh, United Kingdom.

Research output: Contribution to conferencePaper

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KW - improvement

KW - measurement

KW - productivity

KW - performance measurement

KW - provider productivity

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KW - service organisation

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M3 - Paper

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Shafti F. Service productivity: a journey planner. 2016. Paper presented at PMA 2016 Conference, Edinburgh, United Kingdom.