Robust Services: People or Processes?

Abstract

Service systems are inherently subject to variability, whether through customers, service providers, suppliers, or unexpected events. Yet customers demand excellence and consistency regardless of this variability. In general, there are two ways to handle this variability—through people or through processes. We use the concept of robustness to describe these two approaches, addressing when one or the other might be appropriate and discussing how and why one might transition from one approach to the other. Excerpt UVA-OM-1607 Rev. Feb. 25, 2019 Robust Services: People or Processes? We spend a lot of time and resources on hiring robust people because our processes are weak right now. We are also spending a lot of time and energy strengthening our processes so we don't have to devote as many resources on finding robust people in the future. —Dan FitzHenry, Director of Operations, Grit Coffee, Charlottesville, Virginia Service systems are inherently subject to variability, whether through customers, service providers, suppliers, or unexpected events. Yet customers demand excellence and consistency regardless of this variability. In general, there are two ways to handle this variability—through people or through processes. We use the concept of robustness to describe these two approaches, addressing when one or the other might be appropriate and discussing how and why one might transition from one approach to the other. . . .