Applications of Service Science to Internal Services

Researchers: John Maleyeff, Tiange Shen, and Josephine Ma

To remain relevant in today’s world, practitioners should presume that they have two jobs: first, to do their work effectively so that they provide value to the organization; second, to improve how the work is done so that their organization remains competitive. This book, titled Service Sciences, is authored by John Maleyeff of Boston University’s Metropolitan College.  It is based on his consulting and research on applying qualitative and quantitative methodologies to analyze and improve service systems.  His focus is especially on services offered within a firm for internal customers, which forms the basis of his course at MET – Business Process Management (AD 605).

Informed by an appreciation that most personnel that work in any firm, even firms that are manufacturing-oriented, routinely provide services as a key element of their jobs, this book explains how to provide and improve internal customer service, regardless of industry or role. It illustrates the common features, or service process “DNA,” while providing a diverse set of examples to enhance understanding. Written by a pioneer in the development of principles and methodologies that address services in a structured and distinctive manner, this book stresses that service processes are distinctly different from manufacturing processes.