Service Design and Delivery
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ISBN-13:
9781441983206
Veröffentl:
2011
Erscheinungsdatum:
12.04.2011
Seiten:
170
Autor:
Mairi Macintyre
Gewicht:
421 g
Format:
244x167x18 mm
Sprache:
Englisch
Beschreibung:
Service Design and Delivery provides a comprehensive overview of the increasingly important role played by the service industry. Focusing on the development of different processes employed by service organizations, the book emphasizes management of service in relation to products. It not only explores the complexity of this relationship, but also introduces strategies used in the design and management of service across various sectors, highlighting where tools, techniques and processes applicable to one sector may prove useful in another. The implementation methods introduced in the book also illustrate how and why companies can transform themselves into service organizations.
Lays the groundwork for a universal presentation of the term service
Understanding Services and the Customer Response.- Goods, Products and Services.- The IBM Story.- Rethinking Lean Service.- Transformations Path of the ICI Explosive Business.- Shifting from Production to Service to Experience-based Operations.- Complex Deployed Responsive Service.- A Multi-organisational Approach to Service Delivery.- Through Life Costing.- The Practitioner View.- Are You Being Served?
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