Want Pudding? An Analytic Model of the Benefits and Constraints of Process Standardization in Services
This article illustrates the costs and benefits of process standardization from a mathematical perspective. Most prior literature argues about the benefits of process standardization, while this model argues that there is a corresponding tradeoff in costs. As such, it helps to harmonize the predominant literature that focuses on the benefits with the less common costs literature. It is the first paper to consider both costs and benefits in a single analytical model.