When it comes to efficiency, we must look at the characteristics of a well-designed service system. Jacobs and Chase (2020) outlined seven characteristics of a service system. The two characteristics I found most interesting were that the system must be cost-efficient and user-friendly. A design cannot waste materials and time when delivering a service to a customer. These are some of the essential variables we deal with as service business owners. When you look at something being robust, it needs to be able to handle variation and provide the ability to adapt quickly. Another factor in being robust is that you must have a backup plan. One of my restaurants had a point-of-sale system (POS). The system operated flawlessly for many years until the main computer that controlled the system died one day. The staff did not know what to do regarding ordering products from the kitchen or completing the ticket at the end of a meal. Luckily, I kept a cash register that was programmed with a touch screen operational in my office. We were able to take that cash register to the floor and continue operations with minimal effect on efficiency. A backup plan is key to any organization, and as an owner, you must take that planning as a primary responsibility.

What are some of the other characteristics of a well-designed service system?