Application of postponement concept into service process improvement

摘要

The paper applied the postponement approach into service process reengineering by conducting a case study in a restaurant. It justified the effectiveness of postponement method for service BPR in dealing with the feature of customer contact in service process. And it also identified the role of modularization in postponement for service BPR project and the way modularization is applied. The paper then summarized the factors that affected the postponement point and revealed how they put influences on the postponement process. Finally future research direction was proposed.