Designing Service Processes to Unlock Value
Designing Service Processes to Unlock Value

Author: Joy M. Field

Publisher: Business Expert Press

Published: 2012-11-05

Total Pages: 149

ISBN-13: 1606493051

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The service process design landscape is changing, with a much broader range of design options now available. 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. This book explores how service processes can be designed to leverage opportunities for service providers and customers to cocreate value. Inside, you will learn about frameworks for value cocreation and models for designing all types of service processes, as well as the unique challenges of designing knowledge-intensive services. And with the growing involvement of customers in performing service tasks, service process outcomes are increasingly dependent on the capabilities of both service providers and customers. You will learn about real approaches to unlocking these capabilities to further boost value cocreation.

Designing Service Processes to Unlock Value, Third Edition
Designing Service Processes to Unlock Value, Third Edition

Author: Joy M. Field

Publisher: Business Expert Press

Published: 2020-12-16

Total Pages: 208

ISBN-13: 1953349277

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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. 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 Design and Delivery
Service Design and Delivery

Author: Toshiaki Kurokawa

Publisher: Business Expert Press

Published: 2015-08-10

Total Pages: 99

ISBN-13: 1606497855

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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.

Essentials of Service Design
Essentials of Service Design

Author: Scott E. Sampson

Publisher:

Published: 2012

Total Pages: 240

ISBN-13: 9781481871655

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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.

People, Processes, Services, and Things
People, Processes, Services, and Things

Author: Hazim Dahir

Publisher: Business Expert Press

Published: 2015-07-20

Total Pages: 92

ISBN-13: 163157101X

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This book guides the reader through the technological advances, business needs, and societal shifts that drive the Internet of Everything (IoE). IoE offers many benefits to industries and organizations that embrace it, but there are real adoption and success barriers to address and overcome. In many cases, services are the solution because they drive IoE application and impact. The business and technical services need to deliver IoE and realize the promised benefits. Discussions include assisting candidate IoE customers to assess and rank priority gaps in business process insight, strategies to connected things, and ways to wrangle and transform data streams of new things into actionable information. Knowledge of leading practices, organizational values, and sensitivities are keys to successful IoE transformations.

Business Engineering and Service Design with Applications for Health Care Institutions
Business Engineering and Service Design with Applications for Health Care Institutions

Author: Oscar Barros

Publisher: Business Expert Press

Published: 2013-10-07

Total Pages: 202

ISBN-13: 1606496271

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Business Engineering attempts to provide tools, as other engineering disciplines have, for the design of businesses. This implies that enterprises should be formally designed and that their architectures, including processes, people organization, information systems, IT infrastructure and interactions with customers and suppliers should be considered in a systemic way in such design. This Enterprise Design is not a onetime effort, but, in the dynamic environment we face, organizations have to have the capability to continuously evaluate opportunities to improve their designs. Our approach includes the integrated design of a business, its service configuration (architecture) and capacity planning, the resource management processes and the operating processes. Such an approach is based on general patterns that define service design options and analytical methods that make possible resource optimization to meet demand. This is complemented with technology that allows process execution with BPMN tools and web services over SOA. In summary we integrate the design of a business with analytics and supporting IT tools in giving a sound basis for Business Engineering Our proposal has been extensively tested and improved based on the experience with hundreds of projects in all types of service industries performed at the Master in Business Engineering of the University of Chile. Several of such cases, which have had impressive economics results, are summarized in the text. In particular, we have worked on hospital services, where research and development projects that have been performed in five public hospitals will originate general solutions, summarized in the book, which will eventually be implemented in over a hundred facilities.

All Services, All the Time
All Services, All the Time

Author: Doug McDavid

Publisher: Business Expert Press

Published: 2015-09-16

Total Pages: 127

ISBN-13: 1631572776

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This book takes the position that organizations, such as businesses and government agencies, form a special class of living system. As such, they come into being, live through lifecycle stages, and can experience organizational health and various forms of organizational illness along the way. If the latter is frequent or extended, such organizations often die an untimely death. A services perspective can go a long way to combat this outcome and assist in maintaining organizational health. Allowing this perspective to permeate, an organization induces a consideration of its genuine value and leads to a greater understanding of the breadth of stakeholders who are the beneficiaries of it.

Service and Service Systems
Service and Service Systems

Author: Steve Baron

Publisher: Business Expert Press

Published: 2013-12-03

Total Pages: 131

ISBN-13: 1606495771

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This text is designed for use in a course in an applied international corporate finance for managers and executives. Instead of the encyclopedic approach, the text focuses on the two main issues of interest to managers who deal with overseas operations. The first main issue is how uncertain foreign exchange (FX) rate changes affect a firm's ongoing cash flows and equity value, and what can be done about that risk. The second main issue is the estimation of the cost of capital for international operations and the evaluation of overseas investment proposals. Numerous examples of real world companies are used.

Sustainability through Service
Sustainability through Service

Author: Adi Wolfson

Publisher: Springer

Published: 2014-11-10

Total Pages: 91

ISBN-13: 3319129643

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This book discusses the mutual relationship between service and sustainability. It covers methodologies and approaches and describes measurements and tools that can promote sustainability on the service market. Lastly, it presents the different applications of sustainability, together with examples of sustainable services. Environmental concerns have become integral to any decision-making process in the design and implementation of goods and services. With the increasing dominance of the service sector, and as service systems become more complex and interdisciplinary, the focus must move from the exchange of products to that of services. Newly created services should thus aim to incorporate sustainability into their designs while viewing sustainability as a service in its own right. Integrating sustainability in the service design and development process is essential to improving the sustainability of our society and preserving the environment. Moreover, doing so shifts the service boundaries from values that are focused only on personal, local, and current needs and economic profit to those that are broader and more future oriented, ultimately placing greater social and environmental responsibility on all stakeholders. In addition, it advances the current state-of-the-art in sustainable development and service design and contributes to improving the quality of life on a global scale.

How Can Digital Technologies Improve Public Services and Governance?
How Can Digital Technologies Improve Public Services and Governance?

Author: Nagy K. Hanna

Publisher: Business Expert Press

Published: 2017-04-04

Total Pages: 182

ISBN-13: 1631578146

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This book considers the opportunities and challenges of harnessing digital technologies for improved public services and governance. It focuses on the challenges of applying digital technologies in developing countries, where dramatic results can be realized. It addresses questions like these: How can digital technologies help enhance transparency, accountability, and participation to improve service design and delivery? Where are the opportunities to enhance key areas of governance and public service delivery? What are the promising practices to strengthen supply and mobilize demand for good governance and service delivery? What are the emerging lessons from recent experience? The author explains with real cases how ICT can be deployed to improve public sector efficiency and accountability for resource management; improve access and quality of public services for citizens; enhance transparency and reduce costs of government-business transactions, support entrepreneurship, attract private investment, and reduce the burden of regulation; and enhance the effectiveness of political oversight and policy institutions. This book details the importance of understanding the social, political, and institutional contexts and the policies that might scale up ICT for governance and public service improvement.