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Service organisations must produce and deliver a service package which matches the expectations of their customers. A framework for a service operations strategy, its analysis and measurement, is provided. The service operations task is defined; the means of achieving the objectives of the task – the service production and delivery system – is detailed; and the operational factors affecting the running of a system are addressed. A case example of the applications of a service operations strategy is provided.
Colin Armistead (Wed,) studied this question.