Skip to Main Content
HBS Home
  • About
  • Academic Programs
  • Alumni
  • Faculty & Research
  • Baker Library
  • Giving
  • Harvard Business Review
  • Initiatives
  • News
  • Recruit
  • Map / Directions
Faculty & Research
  • Faculty
  • Research
  • Featured Topics
  • Academic Units
  • …→
  • Harvard Business School→
  • Faculty & Research→
Publications
Publications
  • November 1992
  • Background Note
  • HBS Case Collection

Note on Service Mapping

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

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.
  • Educators
  • Purchase

About The Author

James L. Heskett

→More Publications

More from the Author

    • 2022
    • Faculty Research

    Win from Within: Build Organizational Culture for Competitive Advantage

    By: James Heskett
    • February 2018
    • Faculty Research

    Montes Calcados: A Step Ahead, Spreadsheet for Instructors (Brief Case)

    By: James L. Heskett and James T. Kindley
    • February 2018
    • Faculty Research

    Montes Calcados: A Step Ahead, Spreadsheet for Students (Brief Case)

    By: James L. Heskett and James T. Kindley
More from the Author
  • Win from Within: Build Organizational Culture for Competitive Advantage By: James Heskett
  • Montes Calcados: A Step Ahead, Spreadsheet for Instructors (Brief Case) By: James L. Heskett and James T. Kindley
  • Montes Calcados: A Step Ahead, Spreadsheet for Students (Brief Case) By: James L. Heskett and James T. Kindley
ǁ
Campus Map
Harvard Business School
Soldiers Field
Boston, MA 02163
→Map & Directions
→More Contact Information
  • Make a Gift
  • Site Map
  • Jobs
  • Harvard University
  • Trademarks
  • Policies
  • Accessibility
  • Digital Accessibility
Copyright © President & Fellows of Harvard College