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. In your response to another student, make constructive recommendations on how to improve their idea.
There is no need to site references when participating in this discussion forum. Participation requirements include one initial post (about 200-250 words) and requirement that each student respond to posting from another student (about 150-200 words)
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