Abstract
User dissatisfaction with the performance of internal systems design departments is widespread. It is demonstrated here that viewing such a department as a service operations system, operating within a particular market, throws light upon the causes of dissatisfaction and indicates possible remedies. The lessons are likely to be equally applicable to other internal service functions. An internal consistency model of service operations is introduced, and its value as a general diagnostic aid in the service operations field is demonstrated. The information in this study was gathered within one region of a public utility in the United Kingdom.
Published Version
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