Service Design and Delivery

✍ Scribed by Jagdeesh S. Dhaliwal, Mairi Macintyre, Glenn Parry (auth.), Mairi Macintyre, Glenn Parry, Jannis Angelis (eds.)

Publisher: Springer US
Year: 2011
Tongue: English
Leaves: 193
Series: Service Science: Research and Innovations in the Service Economy
Edition: 1
Category: Library

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✦ Synopsis

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.

✦ Table of Contents

Front Matter....Pages i-xxii
Understanding Services and the Customer Response....Pages 1-18
Goods, Products and Services....Pages 19-29
The IBM Story....Pages 31-40
Rethinking Lean Service....Pages 41-60
Designing Competitive Service Models....Pages 61-81
Shifting from Production to Service to Experience-Based Operations....Pages 83-94
Complex Deployed Responsive Service....Pages 95-117
A Multi-organisational Approach to Service Delivery....Pages 119-134
Through Life Costing....Pages 135-151
The Practitioner View....Pages 153-166
Are You Being Served?....Pages 167-169

✦ Subjects

Management of Computing and Information Systems; Management/Business for Professionals; Operations Research/Decision Theory; Business Information Systems

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