2017 Volume 24 Issue 2 Pages 24-30
In recent years, the service industry has developed. But service management has not been established. Improvements of service operations were dependent on the experience and intuition of veteran staffs, because there are service operations for customer's various requests. For the productivity improvement of service industry, it requires the development of systematic service management method that does not rely on experience and intuition. In order to develop systematic method aimed at operational efficiency and high quality service, the operation analysis method and the standardization of service operation is required. In this study, the propose is the development of the service operation analysis and evaluation method using the case study of the retail store. First, I design the modeling method of service operations as the operation analysis result. The modeling method is in reference to the IDEF, which is business process analysis tool. Second, I aim to set the standard operation procedure and the standard time of some operations. For the standardization of service operations, I design the evaluation criteria of service operation. This criteria is designed by the reference of SERVQUAL ＆ SERVPERF and manufacturing industry's criteria. I examine the effect of designed modeling method and evaluation criteria by applying them to the concrete retail store operation.
