Publications
Publications
- November 1992
- HBS Case Collection
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.