We have been developing methods for objectively grasping influences of service process changes based on human behavior sensing technologies and work records. In this paper, we describe a case study on a building maintenance service. In order to properly evaluate the service process changes, we analyze multi-faceted indices corresponding to the service triangle. Especially, as some indices concerned with “quality of working (QoW),” we tried to measure and quantify the time-allowance during work. As a result, we found the productivity was improved without reducing the service level. We also found an increase in workload per employee was within an allowable range.
We have been developing methods for objectively grasping influences of service process changes based on human behavior sensing technologies and work records. In this paper, we describe a case study on a building maintenance service. In order to properly evaluate the service process changes, we analyze multi-faceted indices corresponding to the service triangle. Especially, as some indices concerned with “quality of working (QoW),” we tried to measure and quantify the time-allowance during work. As a result, we found the productivity was improved without reducing the service level. We also found an increase in workload per employee was within an allowable range.