Robust Services: People or Processes

Participate in a discussion regarding the article Robust Services: People or Processes by Elliott N. Weiss and Rebecca Goldberg. This article discusses how robust people and robust processes within a system can inform each other and lead to continuous improvement.

For this discussion please choose one of the following: (1) Choose two service process with which you are familiar and which falls in Quadrant 1 (high-touch service, customization) in Figure 2 of the paper. Discuss in detail how these processes can be transferred from Quadrant 1 to Quadrant 4 (robust processes with low external variability). In your response to another student, make constructive recommendations on how to improve their idea. (2) Pick two service processes and explain in detail the importance of having robust people or robust processes in this particular process.