Author(s)

Rhonda L. Hensley, Joanne S. Utley

Department of Management, Willie A. Deese College of Business and Economics, North Carolina A & T State University, Greensboro, USA.

This paper uses data from actual service systems to develop and illustrate a planning methodology for sequencing error reduction initiatives. The proposed methodology reflects three levels of error reduction planning: 1) system visualization, 2) process measurement, and 3) fault detection. Guttman scaling is used to order the error reduction initiatives and identify which systems utilized comprehensive error reduction plans. Analysis of efficiency data reveals that the systems that did comprehensive error reduction planning outperformed those that did not.

Error Reduction Improvement, Sequencing Framework, Guttman Scaling, Service Efficiency, Water Systems

L. Hensley, R. and S. Utley, J. (2021) Sequencing Error Reduction Initiatives in Services. Journal of Service Science and Management, 14, 651-662. doi: 10.4236/jssm.2021.146041.