Publication: An essay on the dimension and components of customisation in service operations management
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1998-04
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Abstract
There is a scarcity of guidelines that trigger the adoption of Customisation, a concept frequently brought up in Service-related Operations management. This paper suggests a comprehensive framework of the Customisation process and its implications for Service Operations Management. We identify the two most outstanding approaches of Customisation, based upon the concepts of Customers'needings and Wishes. Main differences between them and their respective effects on the design of the Service Operations Strategy are discussed. Second, we identify the four dimensions (Time, Space, Volume and Variety) which explain the two mentioned approaches and that may address the process of implementation of the Operations Strategy.
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Service operations management, Marketing, Customisation, Focused factories, Flexibility