Operation Management

4 Success Factors when Building Service Design and Delivery Process 4. Allow for Flexibility • keep in mind efficiency and effectiveness, you set up the process to be performed in the simplest manner • human interaction, establish guidelines as far as the process is concerned and allow for flexibility, allow for your staff to be able to adapt to the situation, do not make front end processes so rigid and regimented that they negatively impact the customer experience. • service design makes the customer experience the priority and does everything possible to ensure that it is always a positive, and satisfying experience. Back end process support this with efficiency and effectiveness