Business Process Analysis Report PDF

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Bus i ne s sPr oc e s sAna l y s i sRe po r t Ec oCl e a nCoBy r o nBa y

Ni c o l eMu n n e l l y| s 5 2 0 5 70 2 I BA2 18| 2 02 0 1

Ta b l eo fCo n t e n t s Pa r t1–I n t r o d u c t i o n…………………………………………………………………………. . . 3 Pa r t2–Pr o c e s sAn a l y s i s …………………………………………………………. . . …………3 2 . 1

Pe r f o r ma n c eme a s u r e s …………………………………………………………3

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Pr o c e s sa n a l y s i st o o l ………………………………………………………. . . …5

Pa r t3–Bu s i n e s sPr o c e s sI mp r o v e me n ta n dRe c o mme n da t i o ns ……………………………. . . 6 3 . 1

Pr o c e s si mp r o v e me n tme t h o d s ………………………………………………. . . 6

3 . 2

Pr o c e s sa u t o ma t i on ……………………………………………………………. 7

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Et h i c a lc o n s i d e r a t i o ns …………………………………………………………7

Pa r t4–St r a t e gi cAl i gn me n t …………. ………………………………………………………. 8 Pa r t5–Co n c l u s i o n ……………………………………………………………………………9 Pa r t6–Re f e r e nc e s …………………………………………………………………………. . . 1 0

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Pa r t1–I n t r o d u c t i o n The Induction process is a crucial part of the hiring process and lays a foundation for the employee in regard to the organizational culture, values and expectations. Eco Clean Co Byron Bay (ECC) is a small business that currently offers domestic cleaning services within the Byron shire. It commenced operation in March 2019 and now employs 3 contractors, generating around $2000 in revenue every week (Personal communications). It aims to greatly expand its operations in 2020 with the acquisition of new domestic and commercial clients. As ECC’s first impression is made by its employees, it is crucial that its Induction process is of high-quality and in line with ECC’s strategic objectives. This report will follow on from the ‘Eco Clean Co Business Process Mapping’ report and will provide a detailed analysis of the current Induction process. Furthermore, the report will present recommendations for process improvement in line with relevant academic literature. Pa r t2–Pr o c e s sAn a l y s i s 2 . 1Pe r f o r ma nc eme a s ur e s Th ee ffe c t i v e ne s so fECC’ sI n d u c t i o np r o c e s swi l lb ea s s e s s e da g a i ns tt her e l e v a n t p e r f o r ma nc eme a s u r e so fQu a l i t y , Pr o c e s sVe l o c i t ya ndPr od u c t i v i t y .Effe c t i v eNe wEmp l o y e e Or i e n t a t i on( NEO)p r o gr a msa r eo neo ft h ek e yf a c t o r si ne n s ur i n ge mp l o y e es u c c e s s , r e t e n t i o na n ds a t i s f a c t i o n( Ac e v e d o& Ya n c e y ,2 01 1 ) .Fu r t h e r mo r e ,a st he s ep r o gr a msa r ea l a r g ee x p e n s ef o ro r g a ni s a t i o n s ,i ti sc r u c i a lt h a tt he ye ffe c t i v e l yc o n v e yt h ea p pr o p r i a t e i n f or ma t i oni nt h er i g h twa y(Chiaburu & Marinova, 2005).Ad d i t i o n a l l y ,i ti si mp o r t a n tt ha t , i na d di t i o nt ot r a d i t i o na lt r a i ni n g , t h e yintroduce employees to the organisation’s culture, value, people, goals and ethos to ensure they are properly socialised. The Quality of the Induction process is measured by the employee’s level of competence, empowerment in making good decisions, and knowledge of their responsibilities and the 26Step Cleaning System. These aspects ensure that a recruit is effectively socialised and produces consistently high-quality work without the need for constant oversight. ECC does not have a formal method for assessing the Induction process’ performance measures at present and has found that its Induction process does not produce consistently positive

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results. Presently, issues that arise in Induction are low-quality work and lack of understanding of the organisation’s values and expectations of employees.

In this instance, Process velocity refers to the speed through which the Induction process achieves the business’ strategic objectives (Frykberg, 2015), whereas Speed of Delivery relates to the speed at which the process is carried out. The strategic objective of Induction is to produce self-sufficient employees who produce high-quality work consistently. Whilst the SoD for Induction is two weeks, its velocity can be much longer as some employees require extra ongoing training and on the job experience in order to fulfil their maximum potential. As such, there is room for improvement within the process so that all new recruits achieve their maximum potential within those first two weeks. Another key measure for the process is its Productivity in transforming labour and capital into an employee that produces profit and satisfied customers. Currently, its Productivity varies across employees and has room for optimisation. As e r vi c ebl u e p r i n ti sau s e f u lt o oli nv i s u a l i s i n gt her e l a t i on s h i pb e t we e ndi ffe r e n tl e v e l so fa b u s i n e s spr o c e s s( Bi t ne r&Os t r o m,2 0 0 8) . I nt h i sc a s e ,s e r vi c ebl u e p r i n t i n ge n a bl e sECCt o i d e n t i f yt hel i n eo fvi s i b i l i t yofn e we mp l o y e e sa ndpo t e nt i a li s s u e st ha tma ya r i s ef r o m t i g h t n e s s , de pe n de nc i e sa n dbo t t l e n e c ks .Th e r e f o r e ,i te n a b l e sb u s i ne s s e st od i a g no s epr o c e s s p r o b l e msa n dt h e i rc a us e s .

I nFi g ur e1, Ahi g hl i gh t sap o t e n t i a li s s u ewi t hd e p e nd e nc y–i ft hec l e a n i n ge q u i pme nto r d e r i sn o tf u l fil l e db yt hee mp l o y e e ’ ss t a r td a t e ,t he r ewo ul db eas e t b a c k. Bpr e s e n t sap o t e n t i a l p r o b l e mi nt h a tt hes u p e r v i s o rd o e sno tc he c kt ha tt h er e c r u i th a sr e a da n du n d e r s t o o dt h e i n du c t i o np a c k a g ep r i o rt ot h e i rs t a r td a t e ,wh i c hc ou l dr e s ul ti nt h ee mp l o y e ebe i n g u n p r e pa r e d .Fi n a l l y ,Cs h o wst he r ec o u l dbet o omu c hd i s t a n c eb e t we e nt heo r g a ni s a t i o na n d t hea s s e s s me nto ft h et r i a lp e r i o d ,whi c hr e l i e so nt hes up e r v i s o rr e l a y i n gi n f o r ma t i o nt oHR, wh i c hma yma k ea s s e s s i n gt h en e wr e c r u i td i ffic u l t .Th ei s s u e sp r e s e n t e di nt hi sb l u e p r i n twi l l b ea s s e s s e di ng r e a t e rd e t a i li nt h ef o l l o wi n gs e c t i o n.

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Fi g ur e1 .ECCI n du c t i o nS e r v i c eBl ue p r i nt

2 . 2Pr oc e s sa na l y s i st o o l Th eFi s hb o n ed i a gr a mi saus e f u lt o olf ors y s t e ma t i c a l l yl i s t i n gt hef a c t or sc o n t r i b u t i n gt oa p a r t i c ul a rp r o b l e m( Coc c i a( 2 0 17 ) ,a l l o wi n ga nor g a ni s a t i o nt oe ffe c t i v e l yd i a gn o s ea nd p r o v i des o l ut i o n s .Ma n yo ft hei s s u e sp r e s e nt e di ni n d u c t i o na r ei n flue nc e db yt h ee mp l o y e e t he ms e l v e s–t h ec l e a n i n gi n d u s t r yi sn o tag l a mo r o uso n e , a n da ss u c ht h e r ei sah i g ht u r n o v e r r a t ea ndpo t e n t i a lf o rl a c ko fmo t i v a t i o ndu r i n gt het r i a lp e r i oddu et ot h et a x i n gna t u r eoft h e wo r k .Al s o ,ma n yc us t ome r sa r eu n wi l l i n gt oh a v ean e woru n t r a i n e dc l e a ne rc l e a nt he i r h o me , a ndi fne wr e c r ui t spe r f o r mb a d l yi tr e fle c t sp o o r l yo nECC. Fu r t h e r mo r e ,i far e c r u i t d o e sn o tp a s st h e i rt r i a lp e r i o d, t h e r ei sac ha n c et ha tt he ywi l ln o tr e t ur nt h e i re q u i p me n t . An o t h e rc o n s i d e r a t i o ni st h el a r g ea mo un to fpa p e r wor ku s e di ni nd u c t i o n, whi c hg o e sa g a i ns t 5

t hee c o f r i e nd l yf r i e n dl ye t h o so fECC.Fi na l l y ,ma na g e me n ti s s u e si nc l ud ea ni ni t i a ll a c ko f wo r ki n gh ou r sf o rr e c r ui t s ,n of o r ma lc r i t e r i af o ra s s e s s i n gt h es u c c e s so ft h ei n du c t i o n p r o gr a m,a n dt h ed i s t a n c eb e t we e nHRa ndt her e c r u i t . Fi g ur e2 .Fi s h b o ned i a g r a m

Pa r t3–Bu s i n e s sPr o c e s sI mp r o v e me n ta n dRe c o mme n da t i o n 3 . 1Pr oc e s si mpr o v e me ntme t ho ds Ac c o r d i n gt oHo wl a nd( 2 01 4 ) ,t h et hr e ema i nme t h o d sf o rb u s i n e s spr o c e s si mp r o v e me n ta r e To t a lQu a l i t yMa n a g e me n t( TQM) ,Bu s i n e s sPr o c e s sRe e n g i n e e r i n g( BPR)a n d Or g a ni s a t i on a lDe s i g n( OD) .Th eb a s i so fTQM i st h ea c h i e v e me n to fl o n g t e r ms u c c e s s t hr o u ghc o n t i n u o usa ndi n c r e me n t a li mp r o v e me n t sf o rgr e a t e rc u s t ome rs a t i s f a c t i o n( Co u l s o n Th o ma s ,1 9 97 ) .I ta l s oa pp l i e st hep h i l o s o p h yt h a twh i l e“ mi s t a k e sma yb ema deb ype op l e , mo s to ft h e ma r ec a u s e d,o ra tl e a s tp e r mi t t e d ,b yf a ul t ys y s t e msa ndpr o c e s s e s ”( Ha s h mi , 2 0 1 0) . BPR, ho we v e r ,i n v ol v e st h er a d i c a lr e e n g i n e e r i n gofe x i s t i n gpr o c e s s e st op r o d u c e d r a ma t i cc h a n g e si na no r g a ni s a t i o n . Fi n a l l y , ODi sal o n g t e r m,pe op l e f oc us e da p p r o a c ht h a t a i mst oe n c o u r a g eac u l t u r eo fi n n o v a t i o n .

I nor d e rt oa t t r a c tc l i e n t sa tt h ede s i r e dr a t e ,ECCmu s th a v ea ne ffe c t i v ei n d uc t i o ns t r a t e gyi n p l a c et ha tr e s ul t si ns e l f s u ffic i e n t , h i g h q u a l i t ya n dc o mmi t t e de mp l o y e e s .Ast heq ua l i t yo f

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t hewo r kp r o d u c e di so n eo ft hema i nc on c e r n sf o rc us t o me r s , i ti sc r u c i a lt ha tt hei n du c t i o n p r o c e s sa l l o wse mp l o y e e st or e a c ht he i rf ul lp o t e n t i a li nt h es ho r t e s tt i me f r a mep o s s i bl e . Ho wl a n d( 2 0 1 4)a d v o c a t e st h eu s eofTQM f orp r o c e s si mp r o v e me n twhe r et h ea g gr e s s i v e a p pr o a c ho fBPRi sn o tn e c e s s a r y .Fi r s t l y , TQM i n v o l v e sl e s sr i s ko ff a i l ur e ,a si ft hei n i t i a t i v e f a i l st heo r g a ni s a t i o nwi l la l wa y sb ea bl et or e t u r nt owh e r et h e ys t a r t e d .Ho wl a n da l s o p r o p o s e st h a te ffe c t i v eTQM wi l lr e q u i r eac ha n g ei no r g a n i s a t i o nc u l t u r ei no r d e rt oa c hi e v e i t sob j e c t i v e s . Fi n a l l y ,d uet oi t sc o n t i n u o u sn a t u r e , TQM p l a c e se mp ha s i so ni mp l e me nt i n g s y s t e msf o rc o l l e c t i n gda t aa n ds t r e a ml i n i n gpr o c e s s e s .

Oa kl a n d( 2 0 14 )l i s t ss e v e r a li ni t i a t i v e sa n dp r a c t i s e sf o ri mp l e me nt i n gTQM e ffe c t i v e l y . Fi r s t l y ,mi dd l ema n a g e r sa n de mp l o y e e smu s tu n de r s t a ndwha ta n dwh yc h a n g ei sh a p p e ni n g a n dbes u pp o r t i v eo ft h en e e dt oc h a n g e .ECCc a na c h i e v et h i st h r ou g he ffe c t i v e l y c o mmun i c a t i n gh o wt h ec ha n g e swi l la ffe c ts t a ff, e x pl a i n i n gt hes t e psi n v o l v e d ,p r o v i di n g a c c e s st or e l e v a nti n f o r ma t i o na n do ut l i n i n ge a c hs t a ffme mb e r sr o l ei nt h ec ha n g e .Oa kl a n d ( 2 0 1 4)a l s os u g g e s t si n v i t i n gpa r t i c i pa t i o na n df e e d b a c ko nc ur r e n tp r o c e s s e st oe n s ur es t a ff a r eo nbo a r d .ECCma yi mp l e me n tt h i st h r o u g hap o s t i n du c t i o ns u r v e yo fa l lne wr e c r ui t st o a s s e s st h e i rs a t i s f a c t i o nwi t ht h ei n f o r ma t i onpr o v i d e d , un d e r s t a n d i n gofo r g a ni s a t i o na lc u l t u r e a n df e e l i n g so fb e l o n g i n g .An o t h e rpr a c t i c a li n i t i a t i v ei st oc r e a t ea no n l i n eLMSf o r I n d u c t i o n, whi c hwou l da ut o ma t et hep r o c e s s , r e du c ep a p e r wo r ka n de n s u r et h a te a c hl e a r n i n g mo d u l ei sc omp l e t e ds a t i s f a c t or i l ybe f or ea ne mp l o y e ep r o gr e s s e st ot hen e x ts t a g e .Ho we v e r , ECCs h o u l da l s oc on s i d e rt het i mea n dc a p i t a lr e s o u r c e si n v o l v e di ns u c has y s t e m.

3 . 2Pr oc e s sa ut o ma t i o n Pr o c e s sa u t o ma t i onc a nbea ne ffe c t i v et oo lt oe n s u r et ha ts e r v i c e sr e ma i no fa“ hi g h, c o ns i s t e n ta ndpr e d i c t a b l eq ua l i t y ” ,a l l o wi n gor g a n i s a t i o n st oa t t r a c ta ndr e t a i nc u s t ome r sa n d b u s i n e s spa r t ne r s( Gr i g o r ie ta l ,2 00 1 ) .Or g a ni s a t i on sc a nu s ea u t oma t i o nt oi n c r e a s e e ffic i e n c y ,r e d uc eh u ma ne r r o r ,r e d u c emon e ya ndt i mea ndma k ep r o c e s s e smo r ev i s i b l e . Ac c o r d i n gt oGr i g o r ie ta l( 2 0 0 1) , t h ep r o c e s s e st h a tl e n dt h e ms e l v e sb e s tt oa u t oma t i o na r e g e ne r a l l yi nHRa n da c c o un t sa st h e ya r er e p e t i t i v e ,t i me / r e s o u r c ei n t e n s i v e ,r e q u i r e c o ns i s t e n c ya n dh a v el o wt o l e r a n c ef o re r r o r s .Ass u c h, ma n yofECC’ sHRpr o c e s s e si n v o l v e d i ni nd u c t i o nma yb ea ut o ma t e dt os a v et i mea n di n c r e a s eo v e r s i g h t .Ho we v e r ,t he r ea r ec e r t a i n

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p a r t sofi nd u c t i o ns u c ha ss u p e r v i s e dwo r kt ha tr e q u i r eah a n ds o n, c us t o mi s a bl ea p pr o a c h t ha two u l dno tbea pp r o p r i a t et oa ut o ma t e .

3 . 3Et hi c a lc o ns i de r a t i ons No to n l yi se t h i c a lbu s i n e s sp r a c t i s ei mp or t a n tf ori nt e r n a ls t a k e h ol de r s , i ti si nc r e a s i n g l y b e c o mi n ge xp e c t e db yc u s t o me r st ob eap a r to fafir m’ ss t r a t e g i cvi s i o n( Ro b e r t s o n, 20 0 8) . Fu r t h e r mor e ,b e i n ge t h i c a li nd e c i s i onma ki n gwi l ll e a dt ogr e a t e rt r us ti nt h eor g a ni s a t i o n, “ whi c hf a c i l i t a t e sh i g h e rc o mmi t me n ta ndl o n g t e r mp e r f o r ma n c e ”( Ho s me r , 1 99 4 ) .No f ( 2 0 0 9)s t a t e st ha ta ut o ma t i o np e r mi t sl a b o u rt ober e p l a c e db yt e c h no l o g y ,wh i c hc a nl e a dt o s t a ffl a y o ffs . Ad d i t i on a l l y ,i te na bl e su ne t hi c a lb e h a vi o urt ob e c omea n on y mo u so r s c a p e g o a t e do nt e c h n ol o g y .Fi na l l y ,t heu s eoft e c h no l o g yr e n de r sc o nfid e n t i a lbu s i ne s s i n f or ma t i onvu l n e r a b l et oc y be r a t t a c ki fno tpr o p e r l ys e c u r e d .I nt h ec a s eo fECC, a u t o ma t i n g c e r t a i na s p e c t so fHRwi l lha v egr e a tb e n e fit so nt het e a m.Ast h et e a mi sa l r e a d ys ma l l , a u t o ma t i onwi l le na b l es t a fft os pe ndmo r et i meo nh a n ds o nt a s ks ,s u c ha sd e v e l op i n gn e w r e c r u i t sa ndi mp r o v i n gI nd u c t i o np r o gr a ms . Th e r e f o r e ,i nt h ec a s eo fECCi tc a nb es e e nt h a t a u t o ma t i onwo ul db el a r g e l yb e n e fic i a lt oi t ss t r a t e g i co b j e c t i v e s .

Pa r t4–St r a t e gi cAl i gn me n t Bi g g se ta l .( 2 0 14 )a s s e r t st ha ta l i g n i n gj o bt a s kswi t ho r g a n i s a t i on a lo b j e c t i v e si nc r e a s e s e mp l o y e ee n g a g e me n t . Pr o c e s s o r i e nt e ds t r a t e g i ca l i gn me nte mp ha s i s e si n t e r n a lc oo p e r a t i o n t oa c h i e v eou t c o me st h a ta r eb e t t e rf o rc u s t o me r s( Va n d e r l i&Ca r v a l h o ,2 0 1 8) .Fu r t he r mo r e , t hep r o c e s sof“ e x e c u t i o n” ,whe r e b yo r g a ni s a t i on sf o c u so nt hepr o c e s s e st h a ta r ee s s e n t i a lt o c us t o me r ’ sn e e d s , e na bl e so r g a n i s a t i o n st op r o d uc eh i ghp e r f o r ma n c ei nk e yp r o c e s s e s . Th e y a l s on o t et h a twh i l s tp e r f e c ts t r a t e g i ca l i g n me nti sd i ffic u l tt oa c hi e v e ,i ti sau s e f ulg o a lt os e t . Ak e ys u c c e s sf a c t o ri ns t r a t e g i ca l i g nme nti sh a v i n gt r a n s p a r e n tc o mmu n i c a t i o nwi t ha l l l e v e l so fo r g a ni s a t i o nt oe n s u r ei t si mp l e me n t a t i o ni si nl i newi t ho r g a n i s a t i on a lg o a l s .I nt h e s e r v i c ei n du s t r y ,h i r i n ga n dr e t a i n i n gt h er i g h tp e o pl ei sc r u c i a l ,a st h e yf o r m ac us t o me r ’ sfir s t i mp r e s s i ono ft h eo r g a n i s a t i o n. I fa no r g a n i s a t i o n ’ se mp l o y e e sd on o ta l i g nwi t ht h ec ul t u r e , v a l ue sa n dg o a l st he nt h e ywi l lno tb es uc c e s s f u li nc o n t r i bu t i n gt ot heo r g a n i s a t i o n ’ sg o a l s ( Va n de r l i&Ca r v a l h o ,2 0 18 ) .ECC’ sc or ev a l u e si nc l u d eQu a l i t y , Fr i e n dl i n e s s , Ca r i n ga n d I n t e gr i t y , me a n i n gt h a te mp l o y e e sp r o d u c ewo r ko fah i ghs t a nd a r di nawa yt h a ti mp r o v e st h e l i v e soft h e i rc u s t ome r sa ndt h e i re n v i r o n me n t .Ass uc h, i ti si mp or t a n tt ha ts t a ffa r ema de 8

c o ns c i o u so ft h eh i ghs t a n da r d sa ndpe r s o n a b l ea t t i t u d ee x p e c t e do ft h e md ur i n gt h e i r I n d u c t i o n. Fi na l l y ,i ti si mp o r t a n tt or e g u l a r l ymon i t orp r o gr e s so fe mp l o y e e st hr o u gh o u tt he i r I n d u c t i o nu s i n gt o ol ss u c ha sBa l a n c e dSc o r e c a r d .Th e r e f o r e , i ti so fgr e a tb e n e fitt oECCt o a l i g nt he i rp r o c e s s e swi t ht he i rg r e a t e rs t r a t e g i cg oa l s .

Pa r t5–Con c l u s i o n Th i sr e p o r ta na l y s e dt h ep r o c e s sofI n d uc t i o na n di t sc on t r i b ut i o nt ot hea c h i e v e me n tof ECC’ ss t r a t e g i cob j e c t i v e s . Pa r t2a s s e s s e dt hec ur r e n tp r o c e s sa g a i n s tt heQu a l i t y ,Pr o c e s s Ve l oc i t ya ndPr o d uc t i v i t yme a s u r e me n t s , i d e n t i f yi n gt h a tma n yn e wr e c r ui t sa r eu n mo t i v a t e d a n dt h a tt h e r ei sn of o r ma lmon i t o r i n goft h ep r o c e s s ’s uc c e s s .Pa r t3a d v o c a t e df o rt he i mp l e me nt a t i onofaTo t a lQu a l i t yMa na g e me n ta same t h o dt oi mp r o v et heI n d u c t i o np r o c e s s t hr o u ghv a r i o u si n i t i a t i v e ss u c ha sLMSa nda u t o ma t i onofs e v e r a lHRf u n c t i o n s . Fi n a l l y ,Pa r t 4pr o mo t e si n t e gr a t i n gECC’ ss t r a t e g i co b j e c t i v e si n t oI n du c t i o nb yc o mmu n i c a t i n gi t sv a l u e s , c ul t u r ea nde x p e c t a t i o n st one wr e c r ui t s . Fi na l l y ,t hi sr e p or th i gh l i g h t ss e v e r a la r e a si nt h e I n d u c t i o np r o c e s st ha tECCmus tu p da t ei fi ti st oe ffe c t i v e l yme e ti t ss t r a t e gi cg o a l s .

9

Pa r t6–Re f e r e n c e s Ac e v e d o ,J . , & Ya n c e y ,G.( 2 0 11 ) .As s e s s i n gn e we mp l o y e eo r i e n t a t i o npr o g r a ms . J o u r n a lo f t t p s : / / d oi . or g/ 10 . 11 0 8 / 1 3 6 6 56 2 11 1 1 14 1 93 9 Wor k p l a c eLe a r ni n g ,2 3 ( 5) , 34 9 – 35 4 .h

Ba t e n bu r g ,R. , v a nWa l be e k , W. , &i nd e rMa u r , W. ( 20 1 3 ) .Be l b i nr o l ed i v e r s i t ya ndt e a m p e r f o r ma nc e :I st h e r ear e l a t i o n s h i p ?J o u r n a lo fMan a g e me n tDe v e l op me n t ,3 2( 8 ) , 90 1 – 9 1 3 .h t t p s : / / d oi . or g / 1 0. 1 1 08 / J MD0 8 20 1 1 00 9 8

Bi g g s , A. ,Br o u gh ,P . ,&Ba r b ou r , J . P .( 2 0 1 4) . St r a t e g i ca l i g nme ntwi t ho r g a ni z a t i o n a l p r i or i t i e sa n dwor ke n g a g e me nt :Amu l t i wa v ea n a l y s i s .J o ur n a lo fOr g a n i z a t i o n a l Be h av i or ,3 5( 3 ) ,3 0 1– 3 1 7. h t t p s : / / d oi . o r g / 1 0. 1 00 2 / j o b . 1 8 66

Bi t n e r , M.J . , Os t r o m,A.L. , & Mo r g a n ,F .N.( 2 0 08 ) .Se r v i c eBl u e pr i nt i n g :APr a c t i c a l Te c h ni q u ef o rSe r v i c eI n no v a t i on .Ca l i f o r n i aMan a g e me n tRe v i e w,5 0 ( 3) , 66 – 94 . h t t p s : / / d o i . o r g / 1 0. 2 30 7 / 41 1 66 4 4 6

Bo ne b r i g h t , D.A.( 2 0 10 ) .4 0y e a r so fs t o r mi n g :Ah i s t or i c a lr e vi e wofTu c kma n ’ smod e lo f s ma l lg r o u pd e v e l o p...