Differentiating Factors of the Process Approach in Service Organizations: Case Study of a Training Service Company

Abstract

The process approach is one of the most important practices to manage enterprises. However, a limitation in the literature concerns the factors that characterize this management approach in service enterprises. This study seeks to show the differentiating factors of the process approach in services industries, useful to understand business processes and their management in the organizations in this sector. Qualitative research through a single case study in a training service company was carried out by observation, interviews and the use of documentary evidence to identify the factors. Findings show six differentiating factors (organization nature, process nature, process inputs and outputs, process control, human resources, and staff roles) which were classified into three categories: organization, process, and people. This will be beneficial and of value to managers of the service organizations to understand business processes and their management in enterprises.