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https://doi.org/10.1108/02656710310493661

has been cited by the following article:

• TITLE: Sequencing Error Reduction Initiatives in Services

  AUTHORS: Rhonda L. Hensley, Joanne S. Utley

  KEYWORDS: Error Reduction Improvement, Sequencing Framework, Guttman Scaling, Service Efficiency, Water Systems

  JOURNAL NAME: Journal of Service Science and Management, Vol.14 No.6, December 29, 2021

  ABSTRACT: This paper uses data from actual service systems to develop and illustrate a planning methodology for sequencing error reduction initiatives. The proposed methodology reflects three levels of error reduction planning: 1) system visualization, 2) process measurement, and 3) fault detection. Guttman scaling is used to order the error reduction initiatives and identify which systems utilized comprehensive error reduction plans. Analysis of efficiency data reveals that the systems that did comprehensive error reduction planning outperformed those that did not.