1st Edition

Service Science
Analysis and Improvement of Business Processes

ISBN 9780367336035
Published August 4, 2020 by Routledge
238 Pages

USD $44.95

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Book Description

To remain relevant in today’s world, practitioners should presume that they have two jobs: first, to do their work effectively so that they provide value to the organization; second, to improve how the work is done so that their organization remains competitive. This book offers clear guidance to excel at this ubiquitous second job.

Informed by an appreciation that most personnel that work in any firm, even firms that are manufacturing-oriented, routinely provide services as a key element of their jobs, this book explains how to provide and improve internal customer service, regardless of industry or role. It illustrates the common features, or service process "DNA," while providing a diverse set of examples to enhance understanding. Written by a pioneer in the development of principles and methodologies that address services in a structured and distinctive manner, this book stresses that service processes are distinctly different from manufacturing processes.

Rigorous and practical, this book will appeal to students and professionals alike, in business, hospitality, industrial management, public health, and other fields.

Online resources include Excel files that act as templates to help with quantitative analysis routines.

Table of Contents

List of Figures

List of Tables



1. Service Science

2. The Business Process

3. Defining Value

4. Process Mapping & Analysis

5. Waste Removal

6. Consumption Mapping

7. Adding Value

8. Determining Capacity Levels

9. Modeling Business Process Queues

10. Measuring Business Process Performance

11. Statistical Monitoring of Performance

12. Business Process Improvement

13. Supporting Infrastructure for Process Improvement

14. Business Process Outsourcing



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John Maleyeff is an educator, practitioner, and researcher who specializes in how organizations analyze, optimize, and improve the delivery of goods and services. He is currently Associate Professor of the Practice at Metropolitan College at Boston University, USA, where he teaches courses in business process analysis, supply chain management, and quality assurance.