Service Design And Delivery
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| Author | : Mairi Macintyre |
| Publisher | : Springer Science & Business Media |
| Total Pages | : 188 |
| Release | : 2011-04-02 |
| Genre | : Business & Economics |
| ISBN | : 144198321X |
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.
| Author | : Jeff Sussna |
| Publisher | : "O'Reilly Media, Inc." |
| Total Pages | : 175 |
| Release | : 2015-06-03 |
| Genre | : Computers |
| ISBN | : 1491903775 |
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
| Author | : Louise Downe |
| Publisher | : BIS Publishers |
| Total Pages | : 0 |
| Release | : 2020-03-03 |
| Genre | : Business & Economics |
| ISBN | : 9789063695439 |
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.
| Author | : Marc Stickdorn |
| Publisher | : "O'Reilly Media, Inc." |
| Total Pages | : 1156 |
| Release | : 2018-01-02 |
| Genre | : Business & Economics |
| ISBN | : 1491927135 |
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.
| Author | : Great Britain. Office of Government Commerce |
| Publisher | : The Stationery Office |
| Total Pages | : 386 |
| Release | : 2007-05-30 |
| Genre | : Business & Economics |
| ISBN | : 0113310471 |
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.
| Author | : Mario A. Pfannstiel |
| Publisher | : Springer |
| Total Pages | : 535 |
| Release | : 2018-12-28 |
| Genre | : Medical |
| ISBN | : 3030007499 |
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.
| Author | : Andy Polaine |
| Publisher | : Rosenfeld Media |
| Total Pages | : 218 |
| Release | : 2013-03-13 |
| Genre | : Business & Economics |
| ISBN | : 1933820616 |
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.
| Author | : Toshiaki Kurokawa |
| Publisher | : Business Expert Press |
| Total Pages | : 99 |
| Release | : 2015-08-10 |
| Genre | : Business & Economics |
| ISBN | : 1606497855 |
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.
| Author | : Robert Daigneau |
| Publisher | : Addison-Wesley |
| Total Pages | : 350 |
| Release | : 2012 |
| Genre | : Computers |
| ISBN | : 032154420X |
"Forewords by Martin Fowler and Ian Robinson"--From front cover.
| Author | : Marc Stickdorn |
| Publisher | : Bis Publishers |
| Total Pages | : 376 |
| Release | : 2012 |
| Genre | : Creative ability in business |
| ISBN | : 9789063692797 |
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.
