Service design: a review of methods and techniques inthe point of view of service operations management area

Authors

  • Noel Torres Júnior Universidade Federal de Minas Gerais
  • Nayara de Oliveira Gonzaga Universidade Federal de Minas Gerais

DOI:

https://doi.org/10.14488/1676-1901.v13i4.1422

Keywords:

Methods and Techniques. Project Services. Development Services

Abstract

As in many developing countries, the service sector in Brazil is responsible for generating income and employment for a significant portion of the population. Due to this economic relevance, service organizations are faced with an increasingly demanding and competitive market. This demand greater innovation and business planning. Despite this, the process of service development remains a relatively unexplored subject in the literature. Several issues regarding the planning and management remain without clear ideas or propositions that guide their appropriate treatment. The result of this situation, the methods and techniques that help design the services are not properly disseminated. These are scattered through the literature of operations management services. Given this framework, the light of a review of the literature and concerning the elements that compose the service project according to the works of Machuca, Zamora-Gonzalez and Aguilar-Escobar (2007) and Edvardsson (1997), the present work points and examine the methods and techniques suggested by many authors and works on the area of Service Operations. It was found that the knowledge about the methods and techniques is diffuse. This knowledge is concentrated on the design process and determining the location of services.

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Author Biographies

Noel Torres Júnior, Universidade Federal de Minas Gerais

Possui graduação em Engenharia Mecânica pela Universidade Federal de Minas Gerais (1991), especialização em Gestão Estratégica pela Universidade Federal de Minas Gerais (1998), especialização em Engenharia da Qualidade pela Pontifícia Universidade Católica de Minas Gerais (1994), Engenheiro e Auditor da Qualidade pela Sociedade Americana de Qualidade (ASQ/USA), mestre em Engenharia de Produção pela Universidade Federal de Minas Gerais (2001) e doutor em Engenharia de Produção pela Universidade de São Paulo (2007). Atualmente é Professor da Universidade Federal de Minas Gerais. Tem experiência na área de Administração da Produção, trabalhando como Engenheiro da Qualidade, de Processos e consultor. Atuando principalmente nos seguintes temas: Gestão de Serviços, Serviços de Resultados Ulteriores, Gestão de operações de serviços.

Nayara de Oliveira Gonzaga, Universidade Federal de Minas Gerais

Graduada em Administração de Empresas pela Universidade Federal de Minas Gerais

Published

2013-11-19

How to Cite

Torres Júnior, N., & Gonzaga, N. de O. (2013). Service design: a review of methods and techniques inthe point of view of service operations management area. Revista Produção Online, 13(4), 1381–1409. https://doi.org/10.14488/1676-1901.v13i4.1422

Issue

Section

Papers

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