Design And Management Of Service Processes
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Design And Management Of Service Processes
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Author : Rohit Ramaswamy
language : en
Publisher: Prentice Hall
Release Date : 1996
Design And Management Of Service Processes written by Rohit Ramaswamy and has been published by Prentice Hall this book supported file pdf, txt, epub, kindle and other format this book has been release on 1996 with Business & Economics categories.
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Managing Service Operations
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Author : Bill Hollins
language : en
Publisher: SAGE
Release Date : 2006-10-04
Managing Service Operations written by Bill Hollins and has been published by SAGE this book supported file pdf, txt, epub, kindle and other format this book has been release on 2006-10-04 with Business & Economics categories.
Guiding readers through each stage in the design and implementation of service operations, this book combines lively examples that are easy to relate to with clearly explained theory. Readers are introduced to the main differences between managing services to managing products and given a concise induction into the core principles of operations management. The text then maps out each consecutive stage in the life of a service, from the initial business proposal for a new service, through market research practices, to the development and implementation of a service and concludes with the termination and disposal of a service.
Designing Service Processes To Unlock Value Third Edition
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Author : Joy Field
language : en
Publisher:
Release Date : 2020-10-21
Designing Service Processes To Unlock Value Third Edition written by Joy Field and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 2020-10-21 with categories.
The service process design landscape is changing, with many of the previous limitations disappearing on how and by whom services are delivered. Opportunities for new service design configurations are being supported, to a large extent, by technology-enabled innovations; many tasks previously performed by the service provider may now be performed by either the customer or the service provider. As a result, customers are playing a more active role in the service process, not only through self-service but also by providing information to the service provider to create a more personalized service experience. Designing Service Processes to Unlock Value explores how service processes can be designed to leverage the expanding range of opportunities for service providers and customers to co-create value. Readers will learn about frameworks for value co-creation and models for designing all types of service processes, as well as the unique challenges of designing knowledge-intensive services. And with the growing number of alternatives for designing service processes and determining who performs the various service tasks, service performance outcomes are increasingly dependent on the knowledge, skills, and abilities--that is, capabilities--of both service providers and customers. Thus, the book concludes with approaches to unlock these capabilities-and further boost value co-creation.
Service Operations Management
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Author : Christine Hope
language : en
Publisher: Financial Times/Prentice Hall
Release Date : 1997
Service Operations Management written by Christine Hope and has been published by Financial Times/Prentice Hall this book supported file pdf, txt, epub, kindle and other format this book has been release on 1997 with Business & Economics categories.
This text presents the ideas and concepts necessary to describe and understand the different facets of operations management in service operations environments.
The Routledge Handbook Of Service Research Insights And Ideas
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Author : Eileen Bridges
language : en
Publisher: Routledge
Release Date : 2020-04-02
The Routledge Handbook Of Service Research Insights And Ideas written by Eileen Bridges and has been published by Routledge this book supported file pdf, txt, epub, kindle and other format this book has been release on 2020-04-02 with Business & Economics categories.
The Routledge Handbook of Service Research Insights and Ideas offers authoritative coverage of current scholarship in the expanding discipline of service research. Original chapters from the world’s leading specialists in the discipline explore foundations and innovations in services, highlighting important issues relating to service providers, customers, and service design. The volume goes beyond previous publications by drawing together material from different functional areas, including marketing, human resource management, and service process design and operations. These topics are important in helping readers become knowledgeable about how different functional areas interact to create a successful customer experience. This book is ideal as a first port of call for postgraduate students desiring to get up to speed quickly in the services discipline. It is also a must-read for academics new to services who want to access cutting-edge research.
Service Design
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Author : Great Britain. Office of Government Commerce
language : en
Publisher: The Stationery Office
Release Date : 2007-05-30
Service Design written by Great Britain. Office of Government Commerce and has been published by The Stationery Office this book supported file pdf, txt, epub, kindle and other format this book has been release on 2007-05-30 with Business & Economics categories.
The Service Design phase of the ITIL Service Lifecycle uses business requirements to create services and their supporting practices. This volume covers design principles for applications, infrastructure, processes and resources, as well as sourcing models. Service managers will also find guidance on the engineering of sound requirements, supplier management and design considerations for outsourcing.
Designing Service Processes To Unlock Value Second Edition
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Author : Joy M. Field
language : en
Publisher: Business Expert Press
Release Date : 2016-10-14
Designing Service Processes To Unlock Value Second Edition written by Joy M. Field and has been published by Business Expert Press this book supported file pdf, txt, epub, kindle and other format this book has been release on 2016-10-14 with Business & Economics categories.
The service process design landscape is changing, with many of the previous limitations disappearing on how and by whom services are delivered. Opportunities for new service design configurations are being supported, to a large extent, by technology-enabled innovations; many tasks previously performed by the service provider may now be performed by either the customer or the service provider. As a result, customers are playing a more active role in the service process, not only through self-service but also through providing information to the service provider to create a more personalized service experience. Designing Service Processes to Unlock Value explores how service processes can be designed to leverage the expanding range of opportunities for service providers and customers to co-create value. Readers will learn about frameworks for value Co-Creation and models for designing all types of service processes, as well as the unique challenges of designing knowledge-intensive services. The book concludes with approaches to unlock these capabilities-and further boost value Co-Creation. This second edition includes new and updated examples of technology-enabled innovations that provide unprecedented flexibility in service process design and continue to transform how service providers and customers co-produce services. At the same time, readers will see how these innovations can have important-and sometimes surprising-impacts on the nature of the benefit and cost tradeoffs and synergies that determine value Co-Creation.
Service Design And Delivery
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Author : Mairi Macintyre
language : en
Publisher: Springer Science & Business Media
Release Date : 2011-04-02
Service Design And Delivery written by Mairi Macintyre and has been published by Springer Science & Business Media this book supported file pdf, txt, epub, kindle and other format this book has been release on 2011-04-02 with Business & Economics categories.
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. While the book is primarily intended as a text for advanced-level courses in service design and delivery, it also contains theoretical and practical knowledge beneficial to both practitioners in the service sector and those in manufacturing contemplating moving towards service delivery.
Essentials Of Service Design
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Author : Scott E. Sampson
language : en
Publisher:
Release Date : 2012
Essentials Of Service Design written by Scott E. Sampson and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 2012 with Customer services categories.
THIS IS THE OLD 2nd EDITION. YOU SHOULD INSTEAD ORDER THE NEW EDITION. Services represent the largest portion of economic activity in developed nations, and are likely an important part of your business. Unfortunately, services traditionally have lacked the rigorous design tools we see used in designing physical products. This book describes a simple yet powerful service design tool known as PCN Analysis. The PCN tool will allow you to document and analyze the provider-customer interactions that take place in your business, showing where increased value can be realized by strategic repositioning of process elements. This book shows how firms can optimally design service operations to achieve value objectives. Firms that use this tool will be able to deliver exceptional service at lower costs than competing firms.
Designing Customer Service Processes
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Author : Jochen Wirtz
language : en
Publisher: Ws Professional
Release Date : 2017
Designing Customer Service Processes written by Jochen Wirtz and has been published by Ws Professional this book supported file pdf, txt, epub, kindle and other format this book has been release on 2017 with Production planning categories.
Preface -- Introduction -- What is a service process? -- Designing and documenting service processes -- Service process redesign -- Customer participation in service processes -- Self-service technologies -- Conclusion -- Summary -- Endnotes