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 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 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 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 Servitization written by Antonio Pérez Márquez and published by Business Expert Press. This book was released on 2022-11-09 with total page 146 pages. Available in PDF, EPUB and Kindle. Book excerpt: Managing a servitization strategy is a tough managerial challenge due to the delicate and high business implications. What do you need to know to achieve the outcomes the company wants? A reliable, practical, and effective instrument and a relevant dynamic managerial capability for motivation and adoption decision. This is the value proposition of Servitization: Assessment Protocol for Action. Servitization is about adding service value to the manufacturing business. The concise content develops pioneering processes and application models through its 5 chapters, written in a colloquial way with real examples while offering corresponding application dynamics that allow incorporating the reader's own experiences on the subject. This book is a suitable support for directors and managers of the manufacturing industry, as well as a tool for immediate action for the professionals interested in the business service innovation model, university professors and students, researchers and consultants, and anyone interested in adding value of service to your business.
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 Complex Service Delivery Processes Third Edition written by Jean Harvey and published by Quality Press. This book was released on 2015-08-14 with total page 407 pages. Available in PDF, EPUB and Kindle. Book excerpt: This book focuses on complex services, that is, services embodying the knowledge and capabilities of professionals, sought because of the clients lack of knowledge or skills in specialized fields. This book is also concerned with the many organizations, such as hospitals and banks, that provide services requiring a mixture of professional and other services to produce the results that customers or clients need. Professionals, semi-professionals, and technical workers laboring in all spheres of human endeavor, from law to medicine, accounting to engineering, social work to architecture, who are involved or are interested in taking part in managing their businesses, small or large, will find this book an invaluable tool in achieving success. This third edition comes with an augmented value proposition: as you read and try to understand and experiment with the material, you are invited at various points to view video clips, lasting between 15 and 25 minutes, that will clarify, complement, illustrate, or go further than what you are reading.
Download or read book Designing for the Digital Age written by Kim Goodwin and published by John Wiley & Sons. This book was released on 2011-03-25 with total page 770 pages. Available in PDF, EPUB and Kindle. Book excerpt: Whether you’re designing consumer electronics, medical devices, enterprise Web apps, or new ways to check out at the supermarket, today’s digitally-enabled products and services provide both great opportunities to deliver compelling user experiences and great risks of driving your customers crazy with complicated, confusing technology. Designing successful products and services in the digital age requires a multi-disciplinary team with expertise in interaction design, visual design, industrial design, and other disciplines. It also takes the ability to come up with the big ideas that make a desirable product or service, as well as the skill and perseverance to execute on the thousand small ideas that get your design into the hands of users. It requires expertise in project management, user research, and consensus-building. This comprehensive, full-color volume addresses all of these and more with detailed how-to information, real-life examples, and exercises. Topics include assembling a design team, planning and conducting user research, analyzing your data and turning it into personas, using scenarios to drive requirements definition and design, collaborating in design meetings, evaluating and iterating your design, and documenting finished design in a way that works for engineers and stakeholders alike.
Download or read book Designing Mobile Service Systems Revised Second Edition written by E.A.M. van de Kar and published by IOS Press. This book was released on 2008-10-08 with total page 248 pages. Available in PDF, EPUB and Kindle. Book excerpt: This publication is the second in the Research in Design series. Design is an effort that enjoys a growing attention in the academic world. At Delft University of Technology design is a recognized part of science. Like other technical universities, Delft is rooted in the engineering field. And in spite of questions like ‘what is design’, ‘what is engineering’ and ‘what is science’, which can be debated in long sessions, and differences that are hard to explain, it is possible to feel the differences. In this book the authors contribute to the development of a design language for the service domain. In general the engineering discipline is expanding into a field that embraces perspectives of more disciplines and actors, next to the engineer who is responsible for the artefact. The first volume in this Research in Design Series stresses the stakeholder oriented approach in the domain of architecture and urban planning (Binnekamp, van Gunsteren, & van Loon, 2006). The domain in this volume is services. This is a field in which the involvement of different stakeholders with different interests in the design process is particularly a critical success factor. A note on the second edition: improvements have been made to the text and illustrations. Apart from that the first and second edition are interchangeable.
Download or read book Service Design written by Andy Polaine and published by Rosenfeld Media. This book was released on 2013-03-13 with total page 216 pages. Available in PDF, EPUB and Kindle. Book excerpt: Service Design is an eminently practical guide to designing services that work for people. It offers powerful insights, methods, and case studies to help you design, implement, and measure multichannel service experiences with greater impact for customers, businesses, and society.
Download or read book This Is Service Design Doing written by Marc Stickdorn and published by "O'Reilly Media, Inc.". This book was released on 2018-01-02 with total page 1341 pages. Available in PDF, EPUB and Kindle. Book excerpt: How can you establish a customer-centric culture in an organization? This is the first comprehensive book on how to actually do service design to improve the quality and the interaction between service providers and customers. You'll learn specific facilitation guidelines on how to run workshops, perform all of the main service design methods, implement concepts in reality, and embed service design successfully in an organization. Great customer experience needs a common language across disciplines to break down silos within an organization. This book provides a consistent model for accomplishing this and offers hands-on descriptions of every single step, tool, and method used. You'll be able to focus on your customers and iteratively improve their experience. Move from theory to practice and build sustainable business success.
