Thinking about banking services design, there is a long tradition since the
2nd World War of Operational Research involvement in service design.
Some examples of the early involvement of OR in services design include:
the 'Local Government Operational Research Unit existed 1960-1984 to provide
support to those designing local government services in the UK. !960 saw the
Conference on Operational Research for Health Services. The earlier work by
the Military Operational Research Society in the US led to the design of
violent 'services'.
The earliest papers I can quickly find on services design and Operational
Research are from 1956-57
The Instability of a Close-Interval Service, P. I. Welding, J Oper Res Soc
8: 133-142; doi:10.1057/jors.1957.21,
Operational Research in Hospital Planning and Design, Norman T. J. Bailey, J
Oper Res Soc 8: 149-157; doi:10.1057/jors.1957.23
A Problem in Selecting Random Numbers: The Design Principles of "Ernie". S.
Wood J Oper Res Soc 7: 107-110; doi:10.1057/jors.1956.21 ('Ernie' was and
early UK lottery)
Best,
Terry
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