Resumen

SANTOS, Luciano Costa  y  VARVAKIS, Gregorio. SERVPRO: a service operations management tool. Prod. [online]. 2002, vol.12, n.1, pp. 34-45. ISSN 0103-6513.  http://dx.doi.org/10.1590/S0103-65132002000100004.

The importance of the operations function in service organizations is on growth nowadays. However, few techniques of service operations management have a specific approach to the features of service processes. This paper aims to present a service design technique that allows managers to systematically design and analyze their service processes from a customer's perspective. The proposed technique (called SERVPRO), which is based on IDEF3 technique, considers the specific characteristics of service processes and focuses the service quality. Following a brief review of some techniques used in the design and analysis of service processes, the proposed technique is shown.

Palabras llave : Service operations management; Service process design; Service quality.