DESIGNING EFFECTIVE SERVICE OPERATIONS - COMPARATIVE CASE RESEARCH FROM THE NETHERLANDS

Authors
WESTBROOK R MORRIS T
Citation
R. Westbrook et T. Morris, DESIGNING EFFECTIVE SERVICE OPERATIONS - COMPARATIVE CASE RESEARCH FROM THE NETHERLANDS, New technology, work and employment, 10(1), 1995, pp. 32-46
Citations number
15
Categorie Soggetti
Ergonomics,Management
Journal title
New technology, work and employment → ACNP
ISSN journal
02681072
Volume
10
Issue
1
Year of publication
1995
Pages
32 - 46
Database
ISI
SICI code
0268-1072(1995)10:1<32:DESO-C>2.0.ZU;2-V
Abstract
This article examines the introduction of centralized processing. It l ooks at the multiple objectives underlying the initiative and how thes e were managed in implementation. Drawing on empirical data gathered a t three similar sites a comparative analysis of the outcomes of centra lization is presented and the variances are explained.