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]
dc.contributor.author | Rossiter, Margaret | |
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dc.date.accessioned | 2015-12-13T23:13:39Z | |
dc.date.available | 2015-12-13T23:13:39Z | |
dc.identifier.issn | 0956-4233 | |
dc.identifier.uri | http://hdl.handle.net/1885/88232 | |
dc.description.abstract | 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 over-the-counter (OTC) banking services. The use of game-play tactics (SBM) in the banking chamber was highly successful. It provided a mechanism for designing constraints that addressed issues of the incomplete and inaccurate system state knowledge usually held by the tellers. Further, the process promoted the development of a team ethos, and this change in attitudes had positive repercussions on the overall working environment. | |
dc.publisher | Emerald Group Publishing Ltd | |
dc.source | International Journal of Service Industry Management | |
dc.subject | Keywords: Banking; Queueing time; Services | |
dc.title | State-based management: a process for reducing customer waiting in over-the-counter service operations | |
dc.type | Journal article | |
local.description.notes | Imported from ARIES | |
local.description.refereed | Yes | |
local.identifier.citationvolume | 14 | |
dc.date.issued | 2003 | |
local.identifier.absfor | 150312 - Organisational Planning and Management | |
local.identifier.ariespublication | MigratedxPub17828 | |
local.type.status | Published Version | |
local.contributor.affiliation | Rossiter, Margaret, College of Engineering and Computer Science, ANU | |
local.bibliographicCitation.issue | 4 | |
local.bibliographicCitation.startpage | 458 | |
local.bibliographicCitation.lastpage | 470 | |
dc.date.updated | 2015-12-12T08:35:09Z | |
local.identifier.scopusID | 2-s2.0-0042740437 | |
Collections | ANU Research Publications |
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