TY - GEN
T1 - A control system designed to address the intangible nature of service risks
AU - Dubosson, Magali
AU - Fragnière, Emmanuel
AU - Milliet, Bernard
PY - 2006/12/1
Y1 - 2006/12/1
N2 - Due to the intangible nature of services, classical control approaches might not provide the relevant safeguards to enable the service company to reach its objectives. Typically, services results from an experience whose value and quality are complex to measure. Additional difficulties arise when the monitoring of risks is implemented in management information systems. Indeed, assuming that most prominent risks encountered in the service industries is the consequence of "invisible threats", appropriate approaches need to be built. We must also take into account the typical chain of risks that leads to the major damage. To tackle these specific service-type risks, we have designed a qualitative control system that enables auditors to allocate their resources and monitor the sequences of risks. We believe that if properly replaced in the corporate governance context, it could represent a useful tool to manage important categories of service risks. We adopt an internal auditing perspective.
AB - Due to the intangible nature of services, classical control approaches might not provide the relevant safeguards to enable the service company to reach its objectives. Typically, services results from an experience whose value and quality are complex to measure. Additional difficulties arise when the monitoring of risks is implemented in management information systems. Indeed, assuming that most prominent risks encountered in the service industries is the consequence of "invisible threats", appropriate approaches need to be built. We must also take into account the typical chain of risks that leads to the major damage. To tackle these specific service-type risks, we have designed a qualitative control system that enables auditors to allocate their resources and monitor the sequences of risks. We believe that if properly replaced in the corporate governance context, it could represent a useful tool to manage important categories of service risks. We adopt an internal auditing perspective.
KW - Chain of risks
KW - Internal control systems
KW - Operational risk management
KW - Perceived risk
UR - http://www.scopus.com/inward/record.url?scp=36049035952&partnerID=8YFLogxK
U2 - 10.1109/SOLI.2006.328988
DO - 10.1109/SOLI.2006.328988
M3 - Chapter in a published conference proceeding
AN - SCOPUS:36049035952
SN - 1424403189
SN - 9781424403189
T3 - 2006 IEEE International Conference on Service Operations and Logistics, and Informatics, SOLI 2006
SP - 90
EP - 95
BT - 2006 IEEE International Conference on Service Operations and Logistics, and Informatics, SOLI 2006
T2 - 2006 IEEE International Conference on Service Operations and Logistics, and Informatics, SOLI 2006
Y2 - 21 June 2006 through 23 June 2006
ER -