Tag Archives: self service

Mobikes everywhere!

I blogged about Mobike in May this year.  Interesting to see it in action in Cologne. Advertisements

Posted in Chap 01 Introduction, Sector: Transportation | Tagged | Leave a comment

Process design and service delivery

I am on a trip to Germany.  So I thought I would use this opportunity to blog about the operations I encounter and reflect on their process design and my perceptions of their effectiveness….

Posted in Chap 03 Processes and life cycles, Chap 10 Processes and technology | Tagged , | Leave a comment

Systemic failure creates significant down time (or how to ruin a perfectly lovely morning)

I have just tried to renew my prescription online.  This should take roughly one minute – find the website, click on a couple of screens, tick two boxes and I’m done.  Not this morning. http://www.patientaccess.com has changed its website (apparently … Continue reading

Posted in Chap 09 Quality, Chap 10 Processes and technology, Sector: Public Services & Charities | Tagged , , , | Leave a comment

Differentiating between “regular” and “premium” customers

There are many operations in which there are different classes of customer – such as hotels, hairdressers, and airlines.  This is based usually on how much the customer pays for different levels of service.  In many cases it is not … Continue reading

Posted in Chap 08 Queuing and customers, Sector: Transportation | Tagged , , , | Leave a comment

Amazon Go – the supermarket without queues… maybe

Today saw the launch of Amazon Go – a supermarket (or ‘convenience store’) which has no tills and no check outs.  It is fully automated.  Customers download the Amazon Go app, this is activated upon entering the store, technology monitors … Continue reading

Posted in Chap 08 Queuing and customers, Chap 10 Processes and technology, Sector: Retail | Tagged , , , | Leave a comment

Do you think user interfaces on consumer websites could be improved?

Having just blogged about online food retailing I thought this link might be relevant.  And having trolled through endless websites in order to bring you – Dear Reader – the stories you would find insightful, I find it particularly relevant. Walk.com … Continue reading

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Heathrow T5 – five years on? No, nine years on!

I’m not actually going to comparee T5 now with what it was like when I first blogged about it five years ago.  Instead I’m going to compare it with what it was thought it would be like nine years ago. … Continue reading

Posted in Chap 08 Queuing and customers, Sector: Hospitality & Tourism | Tagged , | Leave a comment

The Thirsty Bear – five years on

I blogged about this pub using touch screen technology five years ago.  It is still going strong.  Now there’s a video that shows the interactive screens in action…

Posted in Chap 08 Queuing and customers, Sector: Hospitality & Tourism | Tagged , | Leave a comment

Just how effective are self-service check out lanes in supermarkets?

Personally I do not use the self check out in a supermarket, largely because my competence level is low due to infrequent usage.  This means something always goes wrong and I end up having to have an employee help me … Continue reading

Posted in Chap 08 Queuing and customers, Sector: Retail | Tagged , , , , | Leave a comment

Why have insurance companies been so slow to wake up to the digital revolution?

In our book we talk about three kinds of operation – those that process materials, people or information.  Insurance is an industry that is essentially an information processing operation.   So you would think this sector would be at the … Continue reading

Posted in Chap 10 Processes and technology, Sector: Financial Services | Tagged , , | Leave a comment