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State-based management: a process for reducing customer waiting in over-the-counter service operations

Rossiter, Margaret


State-based management (SBM) is a specific form of the game-play methodology (GPM) - an approach to the application of constraints in humanity activity systems. The theory that supports GPM was developed using a team sports model and promotes a coordination of workers' efforts, without limiting their individual abilities to be creative in support of corporate goals. This paper reports on research undertaken to prove the applicability of GPM to a business environment. The case studies focused on...[Show more]

CollectionsANU Research Publications
Date published: 2003
Type: Journal article
Source: International Journal of Service Industry Management


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