Service Design and Delivery

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Publisher : Springer Science & Business Media
ISBN 13 : 144198321X
Total Pages : 188 pages
Book Rating : 4.4/5 (419 download)

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Book Synopsis Service Design and Delivery by : Mairi Macintyre

Download or read book Service Design and Delivery written by Mairi Macintyre and published by Springer Science & Business Media. This book was released on 2011-04-02 with total page 188 pages. Available in PDF, EPUB and Kindle. Book excerpt: 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.

Designing Delivery

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Publisher : "O'Reilly Media, Inc."
ISBN 13 : 1491903775
Total Pages : 175 pages
Book Rating : 4.4/5 (919 download)

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Book Synopsis Designing Delivery by : Jeff Sussna

Download or read book Designing Delivery written by Jeff Sussna and published by "O'Reilly Media, Inc.". This book was released on 2015-06-03 with total page 175 pages. Available in PDF, EPUB and Kindle. Book excerpt: Now that we’re moving from a product economy to a digital service economy, software is becoming critical for navigating our everyday lives. The quality of your service depends on how well it helps customers accomplish goals and satisfy needs. Service quality is not about designing capabilities, but about making—and keeping—promises to customers. To help you improve customer satisfaction and create positive brand experiences, this pragmatic book introduces a transdisciplinary approach to digital service delivery. Designing a resilient service today requires a unified effort across front-office and back-office functions and technical and business perspectives. You’ll learn how make IT a full partner in the ongoing conversations you have with your customers. Take a unique customer-centered approach to the entire service delivery lifecycle Apply this perspective across development, operations, QA, design, project management, and marketing Implement a specific quality assurance methodology that unifies those disciplines Use the methodology to achieve true resilience, not just stability

Good Services

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Publisher : BIS Publishers
ISBN 13 : 9789063695439
Total Pages : 0 pages
Book Rating : 4.6/5 (954 download)

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Book Synopsis Good Services by : Louise Downe

Download or read book Good Services written by Louise Downe and published by BIS Publishers. This book was released on 2020-03-03 with total page 0 pages. Available in PDF, EPUB and Kindle. Book excerpt: Service design is a rapidly growing area of interest in design and business management. There are a lot of books on how to get started, but this is the first book that describes what a "good" service is and how to design one. This book lays out the essential principles for building services that work well for users. Demystifying what we mean by a "good" and "bad" service and describing the common elements within all services that mean they either work for users or don't. A practical book for practitioners and non-practitioners alike interested in better service delivery, this book is the definitive new guide to designing services that work for users.

Service Design for Business

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Publisher : John Wiley & Sons
ISBN 13 : 1118988922
Total Pages : 214 pages
Book Rating : 4.1/5 (189 download)

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Book Synopsis Service Design for Business by : Ben Reason

Download or read book Service Design for Business written by Ben Reason and published by John Wiley & Sons. This book was released on 2015-12-14 with total page 214 pages. Available in PDF, EPUB and Kindle. Book excerpt: A practical approach to better customer experience through service design Service Design for Business helps you transform your customer's experience and keep them engaged through the art of intentional service design. Written by the experts at Livework, this practical guide offers a tangible, effective approach for better responding to customers' needs and demands, and provides concrete strategy that can be implemented immediately. You'll learn how taking a design approach to problem solving helps foster creativity, and how to apply it to the real issues that move businesses forward. Highly visual and organized for easy navigation, this quick read is a handbook for connecting market factors to the organizational challenge of customer experience by seeing your company through the customers' eyes. Livework pioneered the service design industry, and guides organizations including Sony, the British Government, Volkswagen Procter & Gamble, the BBC, and more toward a more carefully curated customer experience. In this book, the Livework experts show you how to put service design to work in your company to solve the ongoing challenge of winning with customers. Approach customer experience from a design perspective See your organization through the lens of the customer Make customer experience an organization-wide responsibility Analyze the market factors that dovetail with customer experience design The Internet and other digital technology has brought the world to your customers' fingertips. With unprecedented choice, consumers are demanding more than just a great product—the organizations coming out on top are designing and delivering experiences tailored to their customers' wants. Service Design for Business gives you the practical insight and service design perspective you need to shape the way your customers view your organization.

This Is Service Design Doing

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Publisher : "O'Reilly Media, Inc."
ISBN 13 : 1491927135
Total Pages : 1341 pages
Book Rating : 4.4/5 (919 download)

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Book Synopsis This Is Service Design Doing by : Marc Stickdorn

Download or read book This Is Service Design Doing written by Marc Stickdorn and published by "O'Reilly Media, Inc.". This book was released on 2018-01-02 with total page 1341 pages. Available in PDF, EPUB and Kindle. Book excerpt: How can you establish a customer-centric culture in an organization? This is the first comprehensive book on how to actually do service design to improve the quality and the interaction between service providers and customers. You'll learn specific facilitation guidelines on how to run workshops, perform all of the main service design methods, implement concepts in reality, and embed service design successfully in an organization. Great customer experience needs a common language across disciplines to break down silos within an organization. This book provides a consistent model for accomplishing this and offers hands-on descriptions of every single step, tool, and method used. You'll be able to focus on your customers and iteratively improve their experience. Move from theory to practice and build sustainable business success.

Service Design

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Author :
Publisher : Rosenfeld Media
ISBN 13 : 1933820616
Total Pages : 218 pages
Book Rating : 4.9/5 (338 download)

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Book Synopsis Service Design by : Andy Polaine

Download or read book Service Design written by Andy Polaine and published by Rosenfeld Media. This book was released on 2013-03-13 with total page 218 pages. Available in PDF, EPUB and Kindle. Book excerpt: Service Design is an eminently practical guide to designing services that work for people. It offers powerful insights, methods, and case studies to help you design, implement, and measure multichannel service experiences with greater impact for customers, businesses, and society.

Service Design and Service Thinking in Healthcare and Hospital Management

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Author :
Publisher : Springer
ISBN 13 : 3030007499
Total Pages : 535 pages
Book Rating : 4.0/5 (3 download)

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Book Synopsis Service Design and Service Thinking in Healthcare and Hospital Management by : Mario A. Pfannstiel

Download or read book Service Design and Service Thinking in Healthcare and Hospital Management written by Mario A. Pfannstiel and published by Springer. This book was released on 2018-12-28 with total page 535 pages. Available in PDF, EPUB and Kindle. Book excerpt: This book examines the nature of service design and service thinking in healthcare and hospital management. By adopting both a service-based provider perspective and a consumer-oriented perspective, the book highlights various healthcare services, methods and tools that are desirable for customers and effective for healthcare providers. In addition, readers will learn about new research directions, as well as strategies and innovations to develop service solutions that are affordable, sustainable, and consumer-oriented. Lastly, the book discusses policy options to improve the service delivery process and customer satisfaction in the healthcare and hospital sector. The contributors cover various aspects and fields of application of service design and service thinking, including service design processes, tools and methods; service blueprints and service delivery; creation and implementation of services; interaction design and user experience; design of service touchpoints and service interfaces; service excellence and service innovation. The book will appeal to all scholars and practitioners in the hospital and healthcare sector who are interested in organizational development, service business model innovation, customer involvement and perceptions, and service experience.

Service design

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Author :
Publisher : The Stationery Office
ISBN 13 : 0113310471
Total Pages : 386 pages
Book Rating : 4.1/5 (133 download)

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Book Synopsis Service design by : Great Britain. Office of Government Commerce

Download or read book Service design written by Great Britain. Office of Government Commerce and published by The Stationery Office. This book was released on 2007-05-30 with total page 386 pages. Available in PDF, EPUB and Kindle. Book excerpt: 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.

Woo, Wow, and Win

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Publisher : HarperCollins
ISBN 13 : 0062415700
Total Pages : 173 pages
Book Rating : 4.0/5 (624 download)

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Book Synopsis Woo, Wow, and Win by : Thomas A. Stewart

Download or read book Woo, Wow, and Win written by Thomas A. Stewart and published by HarperCollins. This book was released on 2016-11-29 with total page 173 pages. Available in PDF, EPUB and Kindle. Book excerpt: In this pioneering guide, two business authorities introduce the new discipline of Service Design and reveal why trying new strategies for pleasing customers isn’t enough to differentiate your business—it needs to be designed for service from the ground up. Woo, Wow, and Win reveals the importance of designing your company around service, and offers clear, practical strategies based on the idea that the design of services is markedly different than manufacturing. Bestselling authors and business experts Thomas A. Stewart and Patricia O’Connell contend that most companies, both digital and brick-and-mortar, B2B or B2C; are not designed for service—to provide an experience that matches a customer’s expectations with every interaction and serves the company’s needs. When customers have more choices than ever before, study after study reveals that it’s the experience that makes the difference. To provide great experiences that keep customers coming back, businesses must design their services with as much care as their products. Service Design is proactive—it is about delivering on your promise to customers in accordance with your strategy, not about acceding to customer dictates. Woo, Wow, and Win teaches you how to create "Ahhh" moments when the customer makes a positive judgment, and to avoid Ow" moments—when you lose a sale or worse, customer trust. Whether you’re giving a haircut, selling life insurance, or managing an office building, your customer is as much a part of your business as your employees are. Together, you and customers create a bank of trust; fueled by knowledge of each other’s skills and preferences. This is Customer Capital, the authors explain, and it is jointly owned. But it’s up to you to manage it profitably. Innovative yet grounded in real world examples, Woo, Wow, and Win is the key strategy for winning customers—and keeping them.

This is Service Design Thinking

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Author :
Publisher : Bis Publishers
ISBN 13 : 9789063692797
Total Pages : 376 pages
Book Rating : 4.6/5 (927 download)

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Book Synopsis This is Service Design Thinking by : Marc Stickdorn

Download or read book This is Service Design Thinking written by Marc Stickdorn and published by Bis Publishers. This book was released on 2012 with total page 376 pages. Available in PDF, EPUB and Kindle. Book excerpt: This book, assembled to describe and illustrate the emerging field of service design, was brought together using exactly the same co-creative and user-centred approaches you can read and learn about inside. The boundaries between products and services are blurring and it is time for a different way of thinking: this is service design thinking. A set of 23 international authors and even more online contributors from the global service design community invested their knowledge, experience and passion together to create this book. It introduces service design thinking in manner accessible to beginners and students, it broadens the knowledge and can act as a resource for experienced design professionals.

Designing for Service

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Publisher : Bloomsbury Publishing
ISBN 13 : 1474250149
Total Pages : 288 pages
Book Rating : 4.4/5 (742 download)

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Book Synopsis Designing for Service by : Daniela Sangiorgi

Download or read book Designing for Service written by Daniela Sangiorgi and published by Bloomsbury Publishing. This book was released on 2017-02-23 with total page 288 pages. Available in PDF, EPUB and Kindle. Book excerpt: Service design is the activity of planning and organizing people, infrastructure, communication and material components of a service in order to improve its quality and the interaction between service provider and customers. It is now a growing field of both practice and academic research. Designing for Service brings together a wide range of international contributors to map the field of service design and identify key issues for practitioners and researchers such as identity, ethics and accountability. Designing for Service aims to problematize the field in order to inform a more critical debate within service design, thereby supporting its development beyond the pure methodological discussions that currently dominate the field. The contributors to this innovative volume consider the practice of service design, ethical challenges designers may encounter, and the new spaces opened up by the advent of modern digital technologies.

An Introduction to Service Design

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Publisher : Bloomsbury Publishing
ISBN 13 : 1350031917
Total Pages : 616 pages
Book Rating : 4.3/5 (5 download)

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Book Synopsis An Introduction to Service Design by : Lara Penin

Download or read book An Introduction to Service Design written by Lara Penin and published by Bloomsbury Publishing. This book was released on 2018-05-17 with total page 616 pages. Available in PDF, EPUB and Kindle. Book excerpt: A comprehensive introduction to designing services according to the needs of the customer or participants, this book addresses a new and emerging field of design and the disciplines that feed and result from it. Despite its intrinsic multidisciplinarity, service design is a new specialization of design in its own right. Responding to the challenges of and providing holisitic, creative and innovative solutions to increasingly complex contemporary societies, service design now represents an integrative and advanced culture of design. All over the world new design studios are defining their practice as service design while long established design and innovation consultancies are increasingly embracing service design as a key capacity within their offering. Divided into two parts to allow for specific reader requirements, Service Design starts by focusing on main service design concepts and critical aspects. Part II offers a methodological overview and practical tools for the service design learner, and highlights fundamental capacities the service design student must master. Combined with a number of interviews and case studies from leading service designers, this is a comprehensive, informative exploration of this exciting new area of design.

Service Design and Delivery

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Author :
Publisher : Business Expert Press
ISBN 13 : 1606497855
Total Pages : 99 pages
Book Rating : 4.6/5 (64 download)

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Book Synopsis Service Design and Delivery by : Toshiaki Kurokawa

Download or read book Service Design and Delivery written by Toshiaki Kurokawa and published by Business Expert Press. This book was released on 2015-08-10 with total page 99 pages. Available in PDF, EPUB and Kindle. Book excerpt: This book explains the design thinking approach both for designing new services and delivering the services. This approach itself can be applied to areas other than pure services, because it contains the innovative and intrinsic ingredients that can be applied to any human activity. The book will cover topics such as mindset and preparation for service design as well as prototyping and testing the service design. Introduction on design thinking is discussed and design thinking toolkits are provided - a useful tool for the reader to implement. Both IDEO's Design Thinking for Educators Toolkit and Innovation Leadership Board's Playbook for Strategic Foresight and Innovation are discussed in detail.

Successful Service Design for Telecommunications

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Publisher : John Wiley & Sons
ISBN 13 : 9780470740828
Total Pages : 360 pages
Book Rating : 4.7/5 (48 download)

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Book Synopsis Successful Service Design for Telecommunications by : Sauming Pang

Download or read book Successful Service Design for Telecommunications written by Sauming Pang and published by John Wiley & Sons. This book was released on 2009-01-21 with total page 360 pages. Available in PDF, EPUB and Kindle. Book excerpt: Comprehensive reference to successful service design for the telecommunications industry Telecommunications companies operate in increasingly competitive environments. The companies that survive and excel are those offering the most compelling range of products and services. These services are complex since they touch all aspects of business. Service design and implementation skills are therefore the key for staying on top of the competition. Successful Service Design for Telecommunications provides a comprehensive guide into service design and implementation. The author provides a consistent approach to designing scalable and operable processes that can be used when designing a variety of technologically based services; offering concepts, principles and numerous examples that the readers can easily adapt to their technological environment. Key features: Defines what telecommunications services are from business, technical and operational perspectives Explains how telecommunications services can be implemented, including implementation strategies for both new service introductions and enhancements to existing services The principles and management processes described can be used on all telecommunications services (fixed, mobile, broadband and wireless) and technology (e.g. IT and Internet) based services Includes references to the current best practices and industry standards and complements the eTom and the OSS/ BSS models proposed by the TeleManagement Forum Features numerous real-life scenarios and examples to support the discussion on the key concepts of service design This book will be of interest to managers, service designers, project managers, IT professionals, operation managers and senior executives who work in the telecommunications sector. University students studying telecommunications, IT and service science courses will also find this text insightful.

Design and Management of Service Processes

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Author :
Publisher : Prentice Hall
ISBN 13 :
Total Pages : 480 pages
Book Rating : 4.3/5 (91 download)

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Book Synopsis Design and Management of Service Processes by : Rohit Ramaswamy

Download or read book Design and Management of Service Processes written by Rohit Ramaswamy and published by Prentice Hall. This book was released on 1996 with total page 480 pages. Available in PDF, EPUB and Kindle. Book excerpt: PLEASE PROVIDE COURSE INFORMATION PLEASE PROVIDE

Modern Industrial Services

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Publisher : Springer Nature
ISBN 13 : 3030805115
Total Pages : 220 pages
Book Rating : 4.0/5 (38 download)

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Book Synopsis Modern Industrial Services by : Shaun West

Download or read book Modern Industrial Services written by Shaun West and published by Springer Nature. This book was released on 2022 with total page 220 pages. Available in PDF, EPUB and Kindle. Book excerpt: This open access book is an outcome of several years of research, practice, and teaching experience of the authors on the challenges that underpin the successful switch to services for manufacturing firms. Ideal for a student as well as a practitioner, the book describes the industrial services ecosystem, the barriers and challenges, and a roadmap for building service excellence. Curated cases are used to describe the current approaches in practice to overcome the barriers. The book also provides several tools, each with a short introduction, that the authors have used successfully in projects to help overcome the servitization barriers. Many of these tools are from management, design thinking, or service design. The service excellence roadmap is based on the development methodology and helps current and future business leaders to create their own individual roadmaps.

New Service Development

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Publisher : SAGE
ISBN 13 : 9780761917427
Total Pages : 348 pages
Book Rating : 4.9/5 (174 download)

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Book Synopsis New Service Development by : James A. Fitzsimmons

Download or read book New Service Development written by James A. Fitzsimmons and published by SAGE. This book was released on 2000 with total page 348 pages. Available in PDF, EPUB and Kindle. Book excerpt: This text addresses the issues of how to develop new service products - where the concept of service has moved from transaction to experience. The authors draw upon the expertise of internationally recognised authors.