(Keywords: operational management, service process design)
By Dr Helen K Liu, Department of Politics and Public Administration, The University of Hong Kong, and Research Assistants Lau Shuk Fan and Tsoi Ka Wan
“The Food Bank” describes the daily routines of delivering and managing food bank services. The social workers schedule food deliveries and handle other tasks including notifying clients, transporting and sorting the food. Currently the Food Bank has fifteen staff and they are heavily engaged with daily tasks from reviewing applications to managing food delivery. It can be used to teach on process design, service delivery, public value creation, and logistics management. It allows a reflection on efficient service provision and appropriate inventory systems to optimize limited resources.
Case (full version)