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, 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 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.
How Creating Customer Value Makes You a Great Executive
How Creating Customer Value Makes You a Great Executive - 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 How Creating Customer Value Makes You a Great Executive write by Gautam Mahajan. This book was released on 2017-10-30. How Creating Customer Value Makes You a Great Executive available in PDF, EPUB and Kindle. Customer value is an overused and mis-understood term. Chris Ross said, ÒThere's a strong argument for changing the term 'marketing' and renaming it 'value creation'.Ó Companies fail to create value as well as they could because tools of customer value are not known. The author corrects this in simple steps by defining customer value, how it builds loyalty, market share, and profitability; and how customer value can be measured and created. This book also addresses managing steps such as a customer strategy, breaking silos, inter-departmental focus on the customer, measuring customer value added, circle of promises, customer-centric circles, bill of rights, total customer value management. Remember, if you create value for others, they will create value for you!
How Can Digital Technologies Improve Public Services and Governance?
How Can Digital Technologies Improve Public Services and Governance? - 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 How Can Digital Technologies Improve Public Services and Governance? write by Nagy K. Hanna. This book was released on 2017-04-04. How Can Digital Technologies Improve Public Services and Governance? available in PDF, EPUB and Kindle. 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.
