Industrial Engineering applied to Service: A Systemic Approach to Optimizing Processes, Quality and Customer Experience

This book is your practical guide to transforming your chaotic service operation into a well-oiled machine. Stop fighting endless lines, billing errors, and customer frustration. You'll discover how Industrial Engineering (II) becomes your greatest ally: Use Service Blueprinting to design fail-safe experiences. Implement Lean Six Sigma (LSS) to eliminate the waste no one sees. Master Queuing Theory to manage waiting intelligently. Plus, explore the future with chapters dedicated to Automation (RPA) and Artificial Intelligence (AI), learning how to use them for predictive optimization and massive service personalization.An essential read for leaders and future engineers seeking not just efficiency, but true excellence that is felt and valued in every customer interaction.