The importance of the operations function in service organizations is on growth nowadays. However, few techniques of service operations management have a specific approach to the features of service processes. This paper aims to present a service design technique that allows managers to systematically design and analyze their service processes from a customer's perspective. The proposed technique (called SERVPRO), which is based on IDEF3 technique, considers the specific characteristics of service processes and focuses the service quality. Following a brief review of some techniques used in the design and analysis of service processes, the proposed technique is shown.
Service operations management; Service process design; Service quality
