Abstract
DOE has been widely applied to quality- and process-related problems in manufacturing organisations. However, research has indicated that very little attention has been given to the application of DOE in the context of service processes. This chapter attempts to demonstrate the power of DOE in a service environment. The benefits and challenges in the application of DOE in the context of service processes are presented. This chapter also describes three simple case examples to illustrate the application of this powerful technique in service settings. The author believes that DOE has tremendous potential but is greatly under-utilised in service organisations. We also expect to see more applications of DOE in service industries in the next 5–10 years or so because of the increased use of Six Sigma methodologies in the sector.
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