Postponement Method in Service Process Re-Engineering: A Catering Case

The research integrated the postponement approach into service BPR by conducting a case study in catering services. It justified the effectiveness of postponement method for service BPR in dealing with the feature of customer contact in service process. And it also identified the role of modularization in postponement for service BPR project and the way modularization is applied. The paper then summarized the factors that may affect the postponement point and revealed how they worked in the postponement process. Finally future research direction was also discussed.