10.1016/S0272-6963(98)00029-1

10.1016/S0272-6963(98)00029-1 1 <h5>Introduction</h5> The focus of this paper is reengineering service operations . The importance of reengineering in service operations stems from the following reasons. First, overall growth of the service sector and its importance as a strong complement to the manufacturing sector in the overall economy are likely to continue. Second, there is less published research on reengineering service operations compared to reengineering manufacturing operations. Notably, within service operations, reengineering applications involving not-for-profit organizations (such as federal and state government agencies) are rare. Third, reengineering in services is different from manufacturing in two main aspects: planning of BPR projects, and execution of BPR projects. A review of the literature failed to identify previous work based on field study that addresses these unique aspects of reengineering service operations. This paper is an attempt to fill this gap in the literature. Specifically, the paper addresses the following questions of interest: • Are there unique aspects of service operations that lead to differences in the way a reengineering project should be carried out in a service context? If yes, what are they?</P>• Can these differences and their impact be characterized in terms of reengineering methodology, process, data collection and analysis?</P>• What http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png

10.1016/S0272-6963(98)00029-1

Elsevier — Jun 11, 2020

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Abstract

1 <h5>Introduction</h5> The focus of this paper is reengineering service operations . The importance of reengineering in service operations stems from the following reasons. First, overall growth of the service sector and its importance as a strong complement to the manufacturing sector in the overall economy are likely to continue. Second, there is less published research on reengineering service operations compared to reengineering manufacturing operations. Notably, within service operations, reengineering applications involving not-for-profit organizations (such as federal and state government agencies) are rare. Third, reengineering in services is different from manufacturing in two main aspects: planning of BPR projects, and execution of BPR projects. A review of the literature failed to identify previous work based on field study that addresses these unique aspects of reengineering service operations. This paper is an attempt to fill this gap in the literature. Specifically, the paper addresses the following questions of interest: • Are there unique aspects of service operations that lead to differences in the way a reengineering project should be carried out in a service context? If yes, what are they?</P>• Can these differences and their impact be characterized in terms of reengineering methodology, process, data collection and analysis?</P>• What

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