Operations have traditionally focused on reductive analysis; transactional processes open to mass-customisation and standardisation. This study proposes that service complexity created by extensive ‘reasonable’ customer demand limits the ability to standardise and manage systems through...

The 2011 Grand Challenge in Service conference aimed to explore, analyse and evaluate complex service systems. A case scenario, improving the perception of safety in the London Borough of Sutton, provided a common context to link participant contributions. The key themes that emerged included...