Servicing Transformation
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Customer Driven Transformation
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Author : Joe Heapy
language : en
Publisher: Kogan Page Publishers
Release Date : 2018-07-03
Customer Driven Transformation written by Joe Heapy and has been published by Kogan Page Publishers this book supported file pdf, txt, epub, kindle and other format this book has been release on 2018-07-03 with Business & Economics categories.
Service design is the activity of utilizing resources and people to build and sustain services that not only meet customers' needs, but also add that little bit of magic or true competitive advantage. In an overcrowded marketplace there is often little opportunity to break away from the pack and influence customer perceptions; Customer-Driven Transformation demonstrates how to use design thinking as a driver for organizational change to translate your vision into compelling services that will delight your customers. How did companies like Netflix, Airbnb and Uber revolutionize industries and win loyal followers? They started here. By thinking about what customers need foremost, you can reinvent your value proposition and deliver services that work. Customer-Driven Transformation shows how to instill an outside-in approach to strategy, moving away from management that's technology, marketing or resource optimization-led, towards being customer-inspired and experimental with innovation. It is a practical guide for any business to lead a transformational programme and use design thinking to change how services are created, ensuring they are expertly designed, elegant in use and advance in customer-mindedness. With ground-breaking case studies from the likes of E.On Energy, Hyundai Motor Company and Bupa, this cutting-edge book will empower companies to take control of customer experience and deliver long-lasting and impactful change. Focusing on one of the hottest management topics, it is an inspiring read for any business leader to understand how to reinvent their value proposition, gain market share and win customers.
Designing For Digital Transformation Co Creating Services With Citizens And Industry
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Author : Sara Hofmann
language : en
Publisher: Springer Nature
Release Date : 2020-12-01
Designing For Digital Transformation Co Creating Services With Citizens And Industry written by Sara Hofmann and has been published by Springer Nature this book supported file pdf, txt, epub, kindle and other format this book has been release on 2020-12-01 with Computers categories.
This book constitutes the thoroughly refereed proceedings of the 15th International Conference on Design Science Research in Information Systems and Technology, DESRIST 2020, held in Kristiansand, Norway, in December 2020. The 28 revised full research papers included in the volume together with 7 research-in-progress papers and 9 prototype papers, were carefully reviewed and selected from 93 submissions. They are organized in the following topical sections: digital public services; data science; design principles; methodology; platforms and networks; and service science. Due to the Corona pandemic this event was held virtually.
Digital Transformation In Financial Services
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Author : Claudio Scardovi
language : en
Publisher: Springer
Release Date : 2017-09-04
Digital Transformation In Financial Services written by Claudio Scardovi and has been published by Springer this book supported file pdf, txt, epub, kindle and other format this book has been release on 2017-09-04 with Business & Economics categories.
This book analyzes the set of forces driving the global financial system toward a period of radical transformation and explores the transformational challenges that lie ahead for global and regional or local banks and other financial intermediaries. It is explained how these challenges derive from the newly emerging post-crisis structure of the market and from shadow and digital players across all banking operations. Detailed attention is focused on the impacts of digitalization on the main functions of the financial system, and particularly the banking sector. The author elaborates how an alternative model of banking will enable banks to predict, understand, navigate, and change the external ecosystem in which they compete. The five critical components of this model are data and information mastering; effective use of applied analytics; interconnectivity and “junction playing”; development of new business solutions; and trust and credibility assurance. The analysis is supported by a number of informative case studies. The book will be of interest especially to top and middle managers and employees of banks and financial institutions but also to FinTech players and their advisers and others.
Digital Transformation And Public Services
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Author : Anthony Larsson
language : en
Publisher: Routledge
Release Date : 2019-10-08
Digital Transformation And Public Services written by Anthony Larsson and has been published by Routledge this book supported file pdf, txt, epub, kindle and other format this book has been release on 2019-10-08 with Business & Economics categories.
Through a series of studies, the overarching aim of this book is to investigate if and how the digitalization/digital transformation process affects various welfare services provided by the public sector, and the ensuing implications thereof. Ultimately, this book seeks to understand if it is conceivable for digital advancement to result in the creation of private/non-governmental alternatives to welfare services, possibly in a manner that transcends national boundaries. This study also investigates the possible ramifications of technological development for the public sector and the Western welfare society at large. This book takes its point of departure from the 2016 Organization for Economic Co-operation and Development (OECD) report that targets specific public service areas in which government needs to adopt new strategies not to fall behind. Specifically, this report emphasizes the focus on digitalization of health care/social care, education, and protection services, including the use of assistive technologies referred to as "digital welfare." Hence, this book explores the factors potentially leading to whether state actors could be overrun by other non-governmental actors, disrupting the current status quo of welfare services. The book seeks to provide an innovative, enriching, and controversial take on society at large and how various aspects of the public sector can be, and are, affected by the ongoing digitalization process in a way that is not covered by extant literature on the market. This book takes its point of departure in Sweden given the fact that Sweden is one of the most digitalized countries in Europe, according to the Digital Economy and Society Index (DESI), making it a pertinent research case. However, as digitalization transcends national borders, large parts of the subject matter take on an international angle. This includes cases from several other countries around Europe as well as the United States.
Transforming Field And Service Operations
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Author : Gilbert Owusu
language : en
Publisher: Springer Science & Business Media
Release Date : 2014-01-21
Transforming Field And Service Operations written by Gilbert Owusu 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 2014-01-21 with Business & Economics categories.
The drive to realise operational efficiencies, improve customer service, develop new markets and accelerate the introduction of new products has substantially increased the complexity of field service operations. To maximise the efficiency and effectiveness of these operations, organisations have embarked on a wide range of transformation programmes that have sought to introduce automation through the use of workforce management technologies. Despite the potential business value that can be provided by such transformation programmes, too often, the automation technologies have not been fully utilised and their expected benefits have as such not been realised. Scholars of organisation change argue that the success of any transformation programme is a function of how well the technical, political, structural and social aspects of a specific project have been managed. The objective of this edited book is to provide insights into how organisations might successfully transform their field service operations with the help of workforce management technologies. Accordingly, the book is organised into four sections: Section A “The Case for Transforming Service and Field Operations” explains the rationale as to why organisations should actively consider transforming their service and field operations, while Section B presents various “Methods, Models and Enabling Technologies for Transforming Service and Field Operations”. In Section C, a number of “Case Studies” illustrate how new technologies can be applied to field and service operations to deliver concrete business benefits. Lastly, Section D considers “Challenges, Outcomes and Future Directions”. Overall, this book provides valuable insights into how to successfully transform field service operations with automated technologies. It draws on years of experience from different industries and from different perspectives on realising change. It is aimed at managers, technologists, change agents and scholars who are interested in field service operations in general and the use of advanced computing technologies in this area in particular.
The New Service Economy
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Author : Jonathan Gershuny
language : en
Publisher: Pinter Publishers
Release Date : 1983
The New Service Economy written by Jonathan Gershuny and has been published by Pinter Publishers this book supported file pdf, txt, epub, kindle and other format this book has been release on 1983 with Business & Economics categories.
Study of social changes and innovations in the direction of postindustrial society, with particular reference to the growth of service sector employment - examines changes in industrial structure, occupational structure, labour productivity and input output coefficients; assesses the impact of computerization, microelectronics and telecommunications; discusses redundancy, occupational change, public expenditure trends, and implications for research and development in Western Europe. Bibliography.
Stay Relevant To Stay Profitable Service Transformation Strategies To Grow Your Customers In Unprecedented Times
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Author : Neeta Lachmandas-sakellariou
language : en
Publisher: World Scientific
Release Date : 2023-09-13
Stay Relevant To Stay Profitable Service Transformation Strategies To Grow Your Customers In Unprecedented Times written by Neeta Lachmandas-sakellariou and has been published by World Scientific this book supported file pdf, txt, epub, kindle and other format this book has been release on 2023-09-13 with Business & Economics categories.
Service transformation is about ensuring that you stay relevant to your consumers. The world is seeing unprecedented change and your customers are also changing alongside this. How do you stay relevant to them so that they stay loyal to you?Whether it is technological disruption or the Covid-19 pandemic that has engulfed communities across the globe, businesses are being forced to take a closer look at how they survive, thrive, and generate new value. If history has taught us anything, it is that discontinuity is a part and parcel of the business cycle.The first part of the book provides a macro perspective. What are the trends that are going to have significant impact on consumption in the years to come? In tandem, it explores concepts like customer satisfaction and using data.The second part of the book is about zooming in and details putting transformation initiatives in place through a framework (Explore, Engage and Expand) that looks at the key components of embarking on transformation. For example, understanding customers and their service journeys. How do you write the brief in a way that allows fresh ideas? How do you test ideas before investing capital in production? What are some of the considerations before you can roll out or scale your new idea.Finally, the third part of the book focuses on the core of creating a strong and sustainable business. This includes understanding customer's expectations, ensuring you deliver what is promised, understanding where the service processes fail and the role that leadership and culture play in building a business that is able to change with adapt to changing times.
The Toyota Way To Service Excellence Lean Transformation In Service Organizations
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Author : Jeffrey K. Liker
language : en
Publisher: McGraw Hill Professional
Release Date : 2016-09-23
The Toyota Way To Service Excellence Lean Transformation In Service Organizations written by Jeffrey K. Liker and has been published by McGraw Hill Professional this book supported file pdf, txt, epub, kindle and other format this book has been release on 2016-09-23 with Business & Economics categories.
The world’s bestselling Lean expert shows service-based organizations how to go Lean, gain value, and get results—The Toyota Way. A must-read for service professionals of every level, this essential book takes the proven Lean principles of the bestselling Toyota Way series and applies them directly to the industries where quality of service is crucial for success. Jeff Liker and Karyn Ross show you how to develop Lean practices throughout your organization using the famous 4P model. Whether you are an executive, manager, consultant, or frontline worker who deals with customers every day, you’ll learn how take advantage of all Lean has to offer. With this book as your guide, you’ll gain a clear understanding of Lean and discover the principles, practices and tools needed to develop people and processes that surprise and delight each of your customers. These ground-tested techniques are designed to help you make continuous improvements in your services, streamline your operations, and add ever-increasing value to your customers. Fascinating case studies of Lean-driven success in a range of service industries, including healthcare, insurance, financial services, and telecommunications, illustrate that Lean principles and practices work as well in services as they do in manufacturing. Drawn from original research and real-world examples, The Toyota Way to Service Excellence will help you make the leap to Lean.
Digital Transformation And Innovative Services For Business And Learning
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Author : Sandhu, Kamaljeet
language : en
Publisher: IGI Global
Release Date : 2020-06-26
Digital Transformation And Innovative Services For Business And Learning written by Sandhu, Kamaljeet and has been published by IGI Global this book supported file pdf, txt, epub, kindle and other format this book has been release on 2020-06-26 with Business & Economics categories.
In a world dependent on digital technologies, business corporations continually try to stay ahead of their competitors by adopting the most updated technology into their business processes. Many companies are adopting digital transformation models, data analytics, big data, data empowerment, and data sharing as key strategies and as service disruptors for information delivery and record management. Higher education institutions have adopted digital service innovation as a core to driving their business processes. Such services are key to ensuring efficiency and improving organizational performance. Digital Transformation and Innovative Services for Business and Learning is a collection of innovative research on the latest digital services and their role in supporting the digital transformation of businesses and education. While highlighting topics including brand equality, digital banking, and generational workforce, this book is ideally designed for managers, executives, IT consultants, industry professionals, academicians, researchers, and students.
Digital Maintenance Management
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Author : Adolfo Crespo Márquez
language : en
Publisher: Springer Nature
Release Date : 2022-03-13
Digital Maintenance Management written by Adolfo Crespo Márquez and has been published by Springer Nature this book supported file pdf, txt, epub, kindle and other format this book has been release on 2022-03-13 with Technology & Engineering categories.
This book provides a thorough overview of the integration of cyber-physical systems and maintenance management models. It begins by explaining the fundamental concepts behind maintenance digital transformation. It discusses key decision areas in digital maintenance management, particularly focusing on strategic dimensions of maintenance, digital twin definition and strategy, and industry 4.0 digital tools frameworks to support emerging maintenance processes. Furthermore, the monograph dedicates time to the integration of digital maintenance with the entire digital factory. By presenting the possibilities for asset utilization improvement and for asset value enhancements, Digital Maintenance Management provides engineers and practitioners responsible for the management of complex industrial assets a complete guide to piloting the maintenance digital transformation.