Measuring Human Risks in Service: A New Model

Barbieri, Silvio; Fragnière, Emmanuel; Grandbois, Yvonne de; Moreira, Pedro Miguel

doi:10.4236/jssm.2017.106040

Cited by 3 publications

(2 citation statements)

References 40 publications

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“…Other authors, such as [4], reported the study of the influence of the human factor on risks in the service sector. For integrated measurement of the risk zone under the dominant action of the human factor, a sociogram of relationships in the group and the concept of modeling production risk management were used.…”

Section: The Object Of This Study Is a Technique To Reduce The Person...mentioning

confidence: 99%

Building an effective personnel risks management system of the organization

Podolchak

Tsygylyk

Dziurakh

2022

EEJET

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The object of this study is a technique to reduce the personnel risks of an organization operating in a developing country under difficult conditions in order to improve the efficiency of staff. The form of ownership of the organization is state-owned, the number of employees is 120 people. The duration of the period for assessing the effectiveness of staff work and monitoring the impact of personnel risks on the organization is 4 weeks. It has been established that the organization has an integrated personnel risk management system. It enables fulfilling an average of 74 % of tasks and is not effective. Given this, an integrated personnel risk management system was developed based on the European approach. For this purpose, using technology transfer, information was obtained on the functioning of an effective personnel risk management system. After that, it was improved taking into consideration the peculiarities of the functioning of the organization when performing tasks. In addition, hard- and soft-skills of personnel were taken into consideration, thus, the complex effect of factors increasing the organization's resilience to personnel risks was taken into account. To implement the personnel risk management system in the organization's activities, a road-map was developed. Duration of implementation – 3 weeks. To assess the effectiveness of an integrated system for combating personnel risks, a comparative method was used for the qualitative and quantitative effectiveness of the tasks of 4 teams of the organization. Two of them worked according to the standard personnel risk management system, and 2 – according to the implemented one. The comparison was performed with the available data on the effectiveness of identical tasks for a period of 4 weeks. It has been established that the implemented comprehensive risk management system is effective, as it provides 100 % fulfillment of tasks under difficult conditions. The developed system can be used to improve the effectiveness of the tasks set for organizations in developing countries.

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Section: The Object Of This Study Is a Technique To Reduce The Person...mentioning

confidence: 99%

Building an effective personnel risks management system of the organization

Podolchak

Tsygylyk

Dziurakh

2022

EEJET

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“…Pöppel, Finsterwalder, and Laycock [51] reflected changes in the service process resulting from the introduction of digitization in the film industry by modifying the SB component. Barbieri et al [52] considered a sociogram as a human factor dimension to visualize the reception service process of luxury hotels. The proposed SB of this study is rather close to the latter class of redesign approaches as it reorganizes the service encounters based on customer perceptions of the service while employing LDA text analysis in service blueprinting.…”

Section: Service Blueprint Based Redesignmentioning

confidence: 99%

Redesigning In-Flight Service with Service Blueprint Based on Text Analysis

Nam

Lee

2018

Sustainability

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Airline services should be passenger-focused to be sustainable. In this study, we redesign an in-flight service process using a service blueprint while incorporating direct customer perceptions of service experiences. To incorporate these, we apply topic modeling to 64,706 passenger-written online reviews of airline services. Passenger experiences of in-flight services are the sum of experiences from service encounters in all the subsequent steps and we assume that their direct perceptions of their experiences are faithfully contained in the online reviews. Topics extracted from the reviews can be regarded as service encounters based strongly on passenger experiences. Then, the service encounters are reorganized within the framework of a service blueprint. The results show that the complexity, a number of service steps, decreases by 38% compared to the benchmark service blueprint. However, the divergence, a latitude of service steps, should increase for a couple of service encounters. Moreover, we quantitatively analyze the divergence using the probability of word frequency statistically distributed across topics. The in-flight service using the proposed design could be sustainable with respect to customer-focused service while considering direct customer experiences in real-time.

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Service Design and Enterprise Risk Management for Knowledge-Based Services

Barbieri

Catenazzo

Fragnière

2021

Handbook of Research on Recent Perspectives on Management, International Trade, and Logistics

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Services make most of the value in developed economies. In knowledge-based (credence) services, during each transaction, clients look for transmission of value through advice, information, knowledge, or counselling. Providers and clients interact during the service profusion; the human nature of these transactions makes errors inevitable. This chapter intends to guide managers step-by-step in providing better services and managing risks effectively. Each phase includes the presentation of a hands-on managerial tool. To design or improve a service, blueprint can help to visualize and fine-tuning its value chain. Riskoprint allows capturing the complexity of service risks, their sources, and severity. Finally, feed-forward controls contribute to preventing and recovering from service failures.

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Measuring Human Risks in Service: A New Model

Cited by 3 publications

References 40 publications

Building an effective personnel risks management system of the organization

Building an effective personnel risks management system of the organization

Redesigning In-Flight Service with Service Blueprint Based on Text Analysis

Service Design and Enterprise Risk Management for Knowledge-Based Services

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