Service organizations plan the service process in its various parts according to customer’s requirements. In this way, it is possible to detect, manage and control quality variables. But when the service is actually provided, some facts usually lead to alter the action originally planned. Therefore, the front office must leave aside the planning in order to manage “the unexpected”. Numerous examples can be provided in this sense. Musical and theatrical improvisation techniques are thus suggested as useful instruments to manage inconveniences effectively and deliver a quality service. This paper will consider a range of unexpected events in the most various activities. It will then analyze the basis upon which improvisation techniques can be introduced in service organizations.
Planning and improvisation in services
BACCARANI, Claudio;CASTELLANI, Paola
2006-01-01
Abstract
Service organizations plan the service process in its various parts according to customer’s requirements. In this way, it is possible to detect, manage and control quality variables. But when the service is actually provided, some facts usually lead to alter the action originally planned. Therefore, the front office must leave aside the planning in order to manage “the unexpected”. Numerous examples can be provided in this sense. Musical and theatrical improvisation techniques are thus suggested as useful instruments to manage inconveniences effectively and deliver a quality service. This paper will consider a range of unexpected events in the most various activities. It will then analyze the basis upon which improvisation techniques can be introduced in service organizations.
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