State-based management: a process for reducing customer waiting in over-the-counter service operations
Description
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]
Collections | ANU Research Publications |
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Date published: | 2003 |
Type: | Journal article |
URI: | http://hdl.handle.net/1885/88232 |
Source: | International Journal of Service Industry Management |
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