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Background Note
| HBS Case Collection
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2006
Customer-Introduced Variability in Service Operations
by
Frances X. Frei
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Abstract
Presents a typology of customer-introduced variability and offers guidance on how to manage each type. Central to the ideas developed is how to mitigate the effects of the apparent trade-off between reducing variability and diminishing the service experience or accommodating variability and compromising operational efficiency.
Keywords: Customers;
Six Sigma;
Consumer Behavior;
Service Operations;
Performance Efficiency;