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Note on Service Mapping

By: James L. Heskett
  • Format:Print
  • | Language:English
  • | Pages:5
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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.

About The Author

James L. Heskett

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