Designing Service Processes to Unlock Value, Third Edition - read free eBook in online reader or directly download on the web page. Select files or add your book in reader. Download and read online ebook Designing Service Processes to Unlock Value, Third Edition write by Joy M. Field. This book was released on 2020-12-16. Designing Service Processes to Unlock Value, Third Edition available in PDF, EPUB and Kindle. 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.
Designing Service Processes to Unlock Value
Designing Service Processes to Unlock Value - read free eBook in online reader or directly download on the web page. Select files or add your book in reader. Download and read online ebook Designing Service Processes to Unlock Value write by Joy M. Field. This book was released on 2012-11-05. Designing Service Processes to Unlock Value available in PDF, EPUB and Kindle. 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, Second Edition
Designing Service Processes to Unlock Value, Second Edition - read free eBook in online reader or directly download on the web page. Select files or add your book in reader. Download and read online ebook Designing Service Processes to Unlock Value, Second Edition write by Joy M. Field. This book was released on 2016-10-14. Designing Service Processes to Unlock Value, Second Edition available in PDF, EPUB and Kindle. 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 through 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. The book concludes with approaches to unlock these capabilities-and further boost value Co-Creation. This second edition includes new and updated examples of technology-enabled innovations that provide unprecedented flexibility in service process design and continue to transform how service providers and customers co-produce services. At the same time, readers will see how these innovations can have important-and sometimes surprising-impacts on the nature of the benefit and cost tradeoffs and synergies that determine value Co-Creation.
Designing Service Processes to Unlock Value
Designing Service Processes to Unlock Value - read free eBook in online reader or directly download on the web page. Select files or add your book in reader. Download and read online ebook Designing Service Processes to Unlock Value write by Joy M Field. This book was released on 2024-10-21. Designing Service Processes to Unlock Value available in PDF, EPUB and Kindle. The service process design landscape is rapidly evolving, with technology-enabled innovations allowing the service provider to create a more personalized service experience and customers to take a more active role in the service process. Designing Service Processes to Unlock Value was written to help you understand the opportunities (and challenges) for value creation in this dynamic environment. You will learn about approaches for designing all types of service processes, as well as the unique challenges of designing knowledge-intensive services. And because service performance outcomes are dependent on the knowledge, skills, and abilities--that is, capabilities of both service providers and customers, the book concludes with strategies for unlocking these capabilities to further boost value co-creation. This edition was being revised when artificial intelligence (AI) and generative AI (e.g., ChatGPT) was being embedded in more and more service processes ranging from knowledge-intensive professional services to transactional services we engage with every day. Much like the COVID-19 global pandemic, AI and other developing technologies such as robots, extended reality, digital twins, Internet of Things, and other smart technologies, will continue to have profound impacts on how services are designed, delivered, and experienced by service providers and customers, as well as the communities and world in which we live. This edition includes new and updated examples of technology-enabled innovations that provide unprecedented flexibility in service process design and continue to transform how service providers and customers co-produce services. At the same time, you will see how these and other service innovations can have important--and sometimes surprising--impacts on the benefit and cost trade-offs and synergies that determine value co-creation.
Service Design and Delivery
Service Design and Delivery - read free eBook in online reader or directly download on the web page. Select files or add your book in reader. Download and read online ebook Service Design and Delivery write by Toshiaki Kurokawa. This book was released on 2015-08-10. Service Design and Delivery available in PDF, EPUB and Kindle. 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.
