Routinization of Service Work

Identify a service organization you know in which customers are not well served. This can be a restaurant, your bank, your gym, a daycare center, and so on (no real names, please). First describe the organization and then provide an overview of the service problem. What is wrong at the workplace? Why are customers not served as well as they could be? Second, consider whether routinizing the service interactions could help alleviate some of the problems. If routinization would help, describe the changes that could be made. If not, analyze why it would not help.

Sample Solution