Download or read book Designing Service Processes to Unlock Value Third Edition written by Joy M. Field and published by Business Expert Press. This book was released on 2020-12-16 with total page 208 pages. Available in PDF, EPUB and Kindle. Book excerpt: 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.

Download or read book Designing Service Processes to Unlock Value Second Edition written by Joy M. Field and published by Business Expert Press. This book was released on 2016-10-14 with total page 161 pages. Available in PDF, EPUB and Kindle. Book excerpt: 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.

Download or read book Designing Service Processes to Unlock Value written by Joy M. Field and published by Business Expert Press. This book was released on 2012-11-05 with total page 144 pages. Available in PDF, EPUB and Kindle. Book excerpt: 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.

Download or read book How Creating Customer Value Makes You a Great Executive written by Gautam Mahajan and published by Business Expert Press. This book was released on 2017-10-30 with total page 156 pages. Available in PDF, EPUB and Kindle. Book excerpt: 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!

Download or read book How Can Digital Technologies Improve Public Services and Governance written by Nagy K. Hanna and published by Business Expert Press. This book was released on 2017-04-04 with total page 160 pages. Available in PDF, EPUB and Kindle. Book excerpt: 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.

Download or read book Collaborative Innovation written by Tony Morgan and published by Business Expert Press. This book was released on 2017-03-07 with total page 150 pages. Available in PDF, EPUB and Kindle. Book excerpt: Innovation can be a challenging subject. At its worst, it is a meaningless buzzword. At its best, it is a means of driving differentiating value for an organization. But how can innovation be consistently achieved in the context of a client–service provider relationship? This publication provides a practical framework, with clear supporting recommendations, for clients and service providers to work together to overcome challenges and successfully manage, develop, and deliver innovation as a key part of their ongoing service relationship. Real-world experience, guidance, and examples are provided to assist and enable organizations to gain additional value with their service partners through delivery of innovation by design rather than by accident. Although targeted at service relationships between clients and external service providers, the content and recommendations are equally applicable and relevant for enterprises driving innovation internally or as part of a wider ecosystem.

Download or read book Citizen Centered Cities Volume II written by Paul R. Messinger and published by Business Expert Press. This book was released on 2017-03-22 with total page 174 pages. Available in PDF, EPUB and Kindle. Book excerpt: Modern cities are increasingly involving citizens in decisions that affect them. This trend is a part of a movement toward a new standard of city management and planning—falling under the names public involvement, public engagement, collaborative governance, civic renewal, participatory democracy, and citizen-centered change. City administrators have long focused on attaining excellence in their technical domains; they are now expected to achieve an equal standard of excellence in public involvement. Toward this end, Citizen-Centered Cities provides a body of experience about public involvement that would take years for municipal administrators to accumulate on the job. The twelve city studies in the present volume were written to provide city administrators with a comparative perspective about how U.S. and Canadian cities carry out their public involvement activities. The opening chapter summarizes general themes and salient differences in approaches to public involvement across twelve cities. The close government–academic cooperation required to carry out this project builds on an innovative partnership between the City of Edmonton and the University of Alberta called the Center for Public Involvement.

Download or read book Adoption and Adaption in Digital Business written by Keith Sherringham and published by Business Expert Press. This book was released on 2021-04-06 with total page 334 pages. Available in PDF, EPUB and Kindle. Book excerpt: Whether it is the turnaround of a sports team to win a championship, bettering a community, remediation of business, or adoption and adaption to digital business, it is having us do things differently which brings sustainable change. This was seen throughout 2020 during the COVID-19 global pandemic. People from around the world stood up and helped each other, shared their time, goods, skills, and expertise which collectively crafted and shaped our response to COVID. Our environment was changed, capacities and capabilities implemented, behaviors emerged, and outcomes were managed. Interests and values were aligned and as empowered individuals having ownership with pride in who we are and what we do, we adopted and adapted. Knowing the issue, the importance to us, what we needed to do, and where to get help, enabled us to better ourselves and those around us. For the decisions made, we empowered and supported with variations to circumstances as required of us. This book provides the hands-on of “fixing the pipes and helping people” to capacity and capability build for the crafting and shaping of the emergent behaviors needed through our aligned interest and values with the empowered emotional ownership: “I do good work, change is coming, help me with the change, and I can do more.”

Download or read book Build Better Brains written by Martina Muttke and published by Business Expert Press. This book was released on 2020-09-23 with total page 207 pages. Available in PDF, EPUB and Kindle. Book excerpt: Build Better Brains is neither a leadership book nor a book on neuroscience. It merges the best of the two worlds to serve a new type of leader emerging with contemporary organizations. The exciting news is that leadership has become measurable in the brain. This opens a new perspective on “the biology of leadership”. Have you every wished to discover what lies inside of the box on top of your head? Are you aware that by reading this book you will forever change your brain, because your brain is an eternal construction site? Did you know that we have three brains? One brain in the brain, one in the heart, one in the gut? With Millennials and Generation Z becoming most of our workforce, the way we think about leadership is changing. Advances in neuroscience can prepare leaders to build a culture of trust and purpose for themselves and their teams. Build Better Brains is neither a leadership book nor a book on neuroscience. It merges the best of the two worlds to serve a new type of leader emerging with contemporary organizations. Build Better Brains: Offers practical, science-based applications for improving the efficiency of leadership in today’s fast-paced VUCA world; Applies the knowledge and tools of neuroscience as foundation for leading people and building better companies; Is based on simple concepts, utilizing the latest insights from both leadership and neuroscience, without missing out on scientific facts; Teaches, but also entertains: leadership is full of fights, fiction, failures, but should also be fun; Serves the common need in today’s over-engineered yet antiquated workplaces to discover the magic inside our brains. Leadership is born in the brain.

Download or read book Service in the AI Era written by Jim Spohrer and published by Business Expert Press. This book was released on 2022-08-26 with total page 171 pages. Available in PDF, EPUB and Kindle. Book excerpt: Are you prepared for the coming AI era? AI advances will profoundly change your daily service interactions, so this book provides readers with a necessary understanding of service, the application of resources (e.g., knowledge) for the benefit of another. In just minutes, you can learn about today’s use of early-stage AI for automation and augmentation, and essential elements of service science, service-dominant (S-D) logic, and Service Dominant Architecture (SDA). Ultimately improved service for all is possible with human-level AI and digital twins – but requires investing wisely in better models: Better models of the world both complex natural and social systems (science), better mental-models in people to improve interactions (logic), better cultural and structural models of organizations to improve change (architecture), and better trusted and responsible AI models. The service innovation community studies and builds better models to improve interactions and change in business and society. The book challenges all responsible actors – individuals, businesses, universities, and governments – to invest systematically and wisely to upskill with AI (the X+AI vision). The service innovation community is a growing transdiscipline harnessing all disciplines to become better T-shaped professionals. Extensive end notes, bibliography, and index are provided.

Download or read book The Vice Chairman s Doctrine written by Ian Domowitz and published by Business Expert Press. This book was released on 2022-03-28 with total page 190 pages. Available in PDF, EPUB and Kindle. Book excerpt: There are books about product and companies but no books about a company as a product. The Vice Chair arrives from orbit around a corporation with a doctrine of leadership without authority for business warriors who reject control, live in a world of influencers, and aspire to become one. Process and culture converge as competitive advantage by refashioning priorities for Industry 4.0 through unorthodox lenses in a no holds-barred treatment of influence and leverage complete with coaching, mantras, and essential tales of leadership. Competitive action is focused through design thinking and transformation within a social system. A greater metamorphosis combines personal development with management of a company as though it were a product, leading to culture, branding, and innovation in the form of actionable values.

Download or read book Evolving With Inclusive Business in Emerging Markets written by Rajagopal and published by Business Expert Press. This book was released on 2022-11-07 with total page 219 pages. Available in PDF, EPUB and Kindle. Book excerpt: This book discusses the attributes of inclusive business by engaging people (customers and stakeholders) in creating social and customer values and enhancing business growth among customer-centric companies. Corporate policy and implications of the inclusiveness in businesses on social development constitute the core discussion in this book. Inclusivity concepts and arguments are endorsed by case studies across the developing economies. Philosophy and practices of inclusive business through theoretical foundations, design arguments, and managerial analysis has been discussed across five chapters. Discussion on the success of inclusive businesses in the context of innovation, technology, and new product development which motivated people-led companies to adapt to agile business modeling and drive co-creation and coevolution initiatives are central to this book.

Download or read book Hidden Challenges written by Elizabeth Florent Treacy and published by Business Expert Press. This book was released on 2022-10-10 with total page 235 pages. Available in PDF, EPUB and Kindle. Book excerpt: Going far beyond a purely rational-structural way of looking at change in organizations, this book contributes well researched insights into often-overlooked organizational blind spots. The authors share their own experiences in clear and accessible language, exploring recovery from cumulative crises; nostalgia and postalgia; victimization of leaders; dealing with narcissistic leaders; and a writing process for reducing anxiety through self-reflection. Anyone who works in an organization—large or small—will gain new perspectives on the most difficult challenge of all: understanding human behavior in times of change.

Download or read book Compassion Driven Innovation written by Nicole Reineke and published by Business Expert Press. This book was released on 2022-01-04 with total page 209 pages. Available in PDF, EPUB and Kindle. Book excerpt: This book is for pathfinders— product, services, business, and nonprofit managers searching for ways to reach beyond the artificial barriers that constrain innovation and make “work” harder. Inspired by real life trailblazers and their own experiences, the authors decode the secrets of achieving breakthrough success at both organizational and interpersonal levels. Learn to use their methodology with the help of checklists and detailed examples that will transform your thinking and skills.

Download or read book Platform Thinking written by Daniel Trabucchi and published by Business Expert Press. This book was released on 2023-05-10 with total page 238 pages. Available in PDF, EPUB and Kindle. Book excerpt: What does platform thinking mean? It is the ability to put platform-based mechanisms at the core of digital business transformations in business. Digital platforms like Uber, Spotify, Airbnb, Booking.com, and many others completely re-shaped the daily life of millions of users. However, many innovation leaders struggle to conceive the significance of their impact. Platform-based business models are not just the real of geeks’ startups, digital services, and Unicorns. This book shows there that their potential in creating value is higher than suspected. Even though platform ecosystems are complex, readers will take on a journey to become platform thinkers. Their eyes will be trained to look beyond what’s visible and start reading the platform world around them. Then, they will be guided into a step-by-step process and learn how to write a new platform model from scratch. This book is the result of a decade of research. It offers both a framework and practical instruments to champion digital transformation in any organization. It is specially intended for those who are interested in the glittering platform world and are still trying to figure it out.

Download or read book The Future Is BIG written by Uma Vanka and published by Business Expert Press. This book was released on 2023-08-24 with total page 234 pages. Available in PDF, EPUB and Kindle. Book excerpt: How to benefit from emerging technologies From the daggers and axes of the cavemen societies to today’s spacecraft, self-driving cars, metaverses, and AI-filled societies, technology has significantly emerged and brought about a massive transformation to our lives. The pace of this innovation has been particularly colossal in this industrial era, continuously disrupting our lives. Where will this imminent tech take us in the future? This book will dissect how various aspects of our lives will be transformed in the years to come, with a particular focus on how to benefit from these emerging technologies. You will gain a 360-degree view by getting a historical perspective of technology since discussions about the future are seldom complete without history. The ongoing debate on whether technology will replace our jobs in the future is causing great panic. Technology will not take away our jobs; lack of technology certainly will. This book provides a freight of the latest tech-driven trends to equip everyone to face the future, like a one-time software upgrade. Whether you're a freshly graduated student, a bewildered parent, or a tech enthusiast, this book offers everything you need to stay ahead of the game. It will also help budding entrepreneurs and corporate professionals identify opportunities to incorporate tech into their businesses through a glimpse into the future.

Download or read book Value Proposition Design written by Alexander Osterwalder and published by John Wiley & Sons. This book was released on 2015-01-28 with total page 320 pages. Available in PDF, EPUB and Kindle. Book excerpt: The authors of the international bestseller Business Model Generation explain how to create value propositions customers can’t resist Value Proposition Design helps you tackle the core challenge of every business — creating compelling products and services customers want to buy. This highly practical book, paired with its online companion, will teach you the processes and tools you need to create products that sell. Using the same stunning visual format as the authors’ global bestseller, Business Model Generation, this sequel explains how to use the “Value Proposition Canvas” to design, test, create, and manage products and services customers actually want. Value Proposition Design is for anyone who has been frustrated by new product meetings based on hunches and intuitions; it’s for anyone who has watched an expensive new product launch fail in the market. The book will help you understand the patterns of great value propositions, get closer to customers, and avoid wasting time with ideas that won’t work. You’ll learn the simple process of designing and testing value propositions, that perfectly match customers’ needs and desires. In addition the book gives you exclusive access to an online companion on Strategyzer.com. You will be able to assess your work, learn from peers, and download pdfs, checklists, and more. Value Proposition Design is an essential companion to the ”Business Model Canvas” from Business Model Generation, a tool embraced globally by startups and large corporations such as MasterCard, 3M, Coca Cola, GE, Fujitsu, LEGO, Colgate-Palmolive, and many more. Value Proposition Design gives you a proven methodology for success, with value propositions that sell, embedded in profitable business models."