"Designing Quality Service"
Author: Ellicott, Michael A., and Conard, Rodney J.
Published In: Proceedings of the 1997 Educational Conference
Presentation at the 84th Annual Meeting in Orlando, Florida. Describes how experiences of manufacturing and commercial service industry colleagues over the past 15 years provide lessons on how to deal with the competitive world of downsizing and cost cutting. Covers unique challenges facing institutional services organizations, the Service Excellence model of Harvard University Medical School's Facilities Maintenance Organization, reengineering the control center work-intake process, process control and performance measurement, and institutionalizing service delivery improvements.
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