Service and Operations Management

Service Improvement: A Thousand Small Improvements

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Implementing a "thousand small improvements" approach depends on three essential factors: desire, opportunity and method. Desire involves identifying what self-interested objective is being pursued. Opportunity refers to the physical and mental space needed for an idea to emerge and be put forward. Method is the structural support that helps people think about and come up with improvements. Without these three elements, it will be impossible to achieve "a thousand small improvements" or generate the constant movement needed to continually improve service. This technical note is organized in three sections, each of which takes a closer look at one of these key elements.
Bibliographic citation: Muñoz-Seca, Beatriz, "Service Improvement: A Thousand Small Improvements", IESE, PN-494-E, 12/2013
Date: 04/12/2013
Author(s): Muñoz-Seca, Beatriz
Document type: Technical Note
Department: Production, Technology and Operations Management
Languages: Spanish / English

Learning objective The note is aimed at Executive MBA students and participants in general management programs. Its purpose is to explain how to approach continual improvement in service, one of the activities in the service activity sequence.