Background Note | HBS Case Collection | November 1992

Note on Service Mapping

by James L. Heskett

Abstract

Illustrates a simple technique for diagramming operations flows in service companies. Can be used to help structure analysis and discussion of cases involving sequenced operations.

Keywords: Management Analysis, Tools, and Techniques; Operations; Business Processes; Organizational Structure; Service Industry;

Citation:

Heskett, James L. "Note on Service Mapping." Harvard Business School Background Note 693-065, November 1992.