Service Management: Operations, Strategy, Information Technology 8th Edition by James Fitzsimmons,Mona Fitzsimmons,Sanjeev Bordoloi

Exercise 16

Prepare a cause-and-effect or fishbone diagram for a problem such as "Why customers have long waits for coffee." Your fishbone diagram should be similar to that in Figure 18.17, using the main sources of cause: policy, procedure, people, and physical environment.