Download or read book Customer Processes in Business to Business Service Transactions written by Janine Frauendorf and published by Springer Science & Business Media. This book was released on 2007-12-08 with total page 314 pages. Available in PDF, EPUB and Kindle. Book excerpt: Janine Frauendorf analyzes how customer processes can be used to optimize the overall service process. Her focus is on the service blueprint: Originally a tool for the design and optimization of the service operator’s internal process, it is now extended taking into account the customer process aspect. She presents significant implications for services research and helpful suggestions for business practice.
Download or read book A Guide to Service Blueprinting written by Nicholas Remis and published by . This book was released on 2016-12-12 with total page 51 pages. Available in PDF, EPUB and Kindle. Book excerpt: From essential elements to the finer points of evolution planning, this guide has everything you need to start creating and using your own service blueprints.
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 1156 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.
Download or read book Service Management written by Cengiz Haksever and published by Pearson Education. This book was released on 2013 with total page 510 pages. Available in PDF, EPUB and Kindle. Book excerpt: Includes bibliographical references and index.
Download or read book Improving Tourism and Hospitality Services written by and published by CABI. This book was released on 2004 with total page 228 pages. Available in PDF, EPUB and Kindle. Book excerpt: Consumer satisfaction is a key issue for all those involved in tourism and hospitality services. Through a multitude of case studies this book explores the challenges of managing tourism and hospitality businesses in order to produce maximum customer satisfaction. It outlines the various frameworks available for the study of tourist satisfaction, before examining service delivery systems and definitions of quality. It then discusses the role that marketing can play in tourism and hospitality services, and the ways in which hospitality and tourism services can be improved. The book contains examples of customer dissatisfaction, and examples of organisations that have succeeded in providing profitable services with high levels of customer loyalty.
Download or read book Introduction to Product Service System Design written by Tomohiko Sakao and published by Springer Science & Business Media. This book was released on 2009-11-27 with total page 287 pages. Available in PDF, EPUB and Kindle. Book excerpt: "Introduction to Product/Service-System Design" contains a collection of practical examples demonstrating how to design a PSS in industry. These recent examples are the results of applying various theories developed in different countries and therefore accommodating diverse cultural differences. Providing a useful overall guide to the state of the art in theory and practice, each chapter covers the cutting edge of a different methodology or practice. The book’s focus on design is also evident in the discussion of how to anticipate and utilize the various dynamics within each dimension. "Introduction to Product/Service-System Design" will help improve working processes and inspire creative thinking for the wide range of people involved in designing a PSS: designers, marketing professionals, sales staff, production engineers, and service engineers. It can also serve as a reference book for university students on advanced courses.
Download or read book Business Process Management Workshops written by Marcello La Rosa and published by Springer. This book was released on 2013-01-26 with total page 837 pages. Available in PDF, EPUB and Kindle. Book excerpt: This book constitutes the refereed proceedings of 12 international workshops held in Tallinn, Estonia, in conjunction with the 10th International Conference on Business Process Management, BPM 2012, in September 2012. The 12 workshops comprised Adaptive Case Management and Other Non-Workflow Approaches to BPM (ACM 2012), Business Process Design (BPD 2012), Business Process Intelligence (BPI 2012), Business Process Management and Social Software (BPMS2 2012), Data- and Artifact-Centric BPM (DAB 2012), Event-Driven Business Process Management (edBPM 2012), Empirical Research in Business Process Management (ER-BPM 2012), Process Model Collections (PMC 2012), Process-Aware Logistics Systems (PALS 2012), Reuse in Business Process Management (rBPM 2012), Security in Business Processes (SBP 2012), and Theory and Applications of Process Visualization (TAProViz 2012). The 56 revised full papers presented were carefully reviewed and selected from 141 submissions.
Download or read book The IT4ITTM reference architecture Version 2 0 written by The Open Group and published by Van Haren. This book was released on 2020-06-10 with total page 183 pages. Available in PDF, EPUB and Kindle. Book excerpt: The Open Group IT4IT Reference Architecture, Version 2.0, an Open Group Standard, provides a vendor-neutral, technology-agnostic, and industry-agnostic reference architecture for managing the business of IT. The Open Group IT4IT Reference Architecture standard comprises a reference architecture and a value chain-based operating model. The IT Value Chain has four value streams supported by a reference architecture to drive efficiency and agility. The four value streams are: Strategy to Portfolio Request to Fulfill Requirement to Deploy Detect to Correct Each IT Value Stream is centered on a key aspect of the service model, the essential data objects (information model), and functional components (functional model) that support it. Together, the four value streams play a vital role in helping IT control the service model as it advances through its lifecycle. The IT4IT Reference Architecture: Provides prescriptive guidance on the specification of and interaction with a consistent service model backbone (common data model/context) Supports real-world use-cases driven by the Digital Economy (e.g., Cloud-sourcing, Agile, DevOps, and service brokering) Embraces and complements existing process frameworks and methodologies (e.g., ITIL®, CoBIT®, SAFe, and TOGAF®) by taking a data-focused implementation model perspective, essentially specifying an information model across the entire value chain The audience for this standard is: IT Professionals who are responsible for delivering services in a way that is flexible, traceable, and cost-effective IT Professionals / Practitioners who are focused on instrumenting the IT management landscape IT Leaders who are concerned about their operating model Enterprise Architects who are responsible for IT business transformation Topics covered include: An introduction to the standard and the purpose of the IT4IT work Key terminology of the standard An introduction for executives and others introducing the IT Value Chain and IT4IT Reference Architecture concepts IT4IT Core, which defines the structure of the IT4IT standard as well as the process and document structure used by the IT4IT standard The Strategy to Portfolio (S2P) Value Stream The Requirement to Deploy (R2D) Value Stream The Request to Fulfill (R2F) Value Stream The Detect to Correct (D2C) Value Stream Background information on the standard.
Download or read book Human Computer Interaction INTERACT 2021 written by Carmelo Ardito and published by Springer Nature. This book was released on 2021-08-25 with total page 698 pages. Available in PDF, EPUB and Kindle. Book excerpt: The five-volume set LNCS 12932-12936 constitutes the proceedings of the 18th IFIP TC 13 International Conference on Human-Computer Interaction, INTERACT 2021, held in Bari, Italy, in August/September 2021. The total of 105 full papers presented together with 72 short papers and 70 other papers in these books was carefully reviewed and selected from 680 submissions. The contributions are organized in topical sections named: Part I: affective computing; assistive technology for cognition and neurodevelopment disorders; assistive technology for mobility and rehabilitation; assistive technology for visually impaired; augmented reality; computer supported cooperative work. Part II: COVID-19 & HCI; croudsourcing methods in HCI; design for automotive interfaces; design methods; designing for smart devices & IoT; designing for the elderly and accessibility; education and HCI; experiencing sound and music technologies; explainable AI. Part III: games and gamification; gesture interaction; human-centered AI; human-centered development of sustainable technology; human-robot interaction; information visualization; interactive design and cultural development. Part IV: interaction techniques; interaction with conversational agents; interaction with mobile devices; methods for user studies; personalization and recommender systems; social networks and social media; tangible interaction; usable security. Part V: user studies; virtual reality; courses; industrial experiences; interactive demos; panels; posters; workshops. The chapter ‘Stress Out: Translating Real-World Stressors into Audio-Visual Stress Cues in VR for Police Training’ is open access under a CC BY 4.0 license at link.springer.com. The chapter ‘WhatsApp in Politics?! Collaborative Tools Shifting Boundaries’ is open access under a CC BY 4.0 license at link.springer.com.
Download or read book Managing Service Operations written by Bill Hollins and published by SAGE. This book was released on 2006-09-18 with total page 312 pages. Available in PDF, EPUB and Kindle. Book excerpt: `Bill Hollins continues his practical investigation of design in the service sector. In this new book with Sadie Shinkins, he provides a down to earth approach to an important topic in the field′ - Naomi Gornick, Honorary Professor, University of Dundee Guiding readers through each stage in the design and implementation of service operations, this book combines lively examples that are easy to relate to with clearly explained theory. Throughout, chapters contain pedagogical features that will help students to get the most from the ideas and examples being presented in the book. They include: - Chapter objectives; - Short cases; - Student exercises; - Chapter summaries; - Further reading section; - A glossary of key terms.
Download or read book Strategic Design and Innovative Thinking in Business Operations written by Hasan Dincer and published by Springer. This book was released on 2018-05-30 with total page 463 pages. Available in PDF, EPUB and Kindle. Book excerpt: Recently, rapid technological advances have been influencing the global business operations strategies at companies of all sizes like never before. At the same time, there has been a shift in business cultures due to the rising prevalence of matrix organizations and innovative thinking. This book investigates the role of these factors in shaping the business operations of tomorrow. To address the topic comprehensively, the editors have gathered expert contributions exploring the following dimensions: the business and organizational environment, strategic design, innovativeness and risk management. Discussing aspects ranging from customer selection to understanding regional, national and supranational market dynamics, the contributions will help readers understand both the complexity of and opportunities presented by designing operations.
Download or read book The IT4ITTM Reference Architecture Version 2 1 written by The Open Group and published by Van Haren. This book was released on 2017-04-24 with total page 181 pages. Available in PDF, EPUB and Kindle. Book excerpt: The Open Group IT4ITTM Reference Architecture, Version 2.1, an Open Group Standard, provides a vendor-neutral, technology-agnostic, and industry-agnostic reference architecture for managing the business of IT. The Open Group IT4IT Reference Architecture standard comprises a reference architecture and a value chain-based operating model. The IT Value Chain has four value streams supported by a reference architecture to drive efficiency and agility. The four value streams are: • Strategy to Portfolio • Request to Fulfill • Requirement to Deploy • Detect to Correct Each IT Value Stream is centered on a key aspect of the service model, the essential data objects (information model), and functional components (functional model) that support it. Together, the four value streams play a vital role in helping IT control the service model as it advances through its lifecycle. The IT4IT Reference Architecture: • Provides prescriptive guidance on the specification of and interaction with a consistent service model backbone (common data model/context) • Supports real-world use-cases driven by the Digital Economy (e.g., Cloud-sourcing, Agile, DevOps, and service brokering) • Embraces and complements existing process frameworks and methodologies (e.g., ITIL®, CoBIT®, SAFe, and TOGAF®) by taking a data-focused implementation model perspective, essentially specifying an information model across the entire value chain The audience for this standard is: • IT Professionals who are responsible for delivering services in a way that is flexible, traceable, and cost-effective • IT Professionals / Practitioners who are focused on instrumenting the IT management landscape • IT Leaders who are concerned about their operating model • Enterprise Architects who are responsible for IT business transformation Topics covered include: • An introduction to the standard and the purpose of the IT4IT work • Key terminology of the standard • An introduction for executives and others introducing the IT Value Chain and IT4IT Reference Architecture concepts • IT4IT Core, which defines the structure of the IT4IT standard as well as the process and document structure used by the IT4IT standard • The Strategy to Portfolio (S2P) Value Stream • The Requirement to Deploy (R2D) Value Stream • The Request to Fulfill (R2F) Value Stream • The Detect to Correct (D2C) Value Stream • Background information on the standard.
Download or read book Mapping Experiences written by Jim Kalbach and published by "O'Reilly Media, Inc.". This book was released on 2016-04-25 with total page 381 pages. Available in PDF, EPUB and Kindle. Book excerpt: If you want to create products and services that provide real value, you should first identify touchpoints--areas where business and customer needs intersect. This practical book shows you how. Using various mapping techniques from UX design, you'll learn how to turn customer observations into actionable insight for product design. Author Jim Kalbach, Principal UX Designer with Citrix, introduces you to the principles behind alignment diagrams--a class of deliverable also known as experience mapping--using several examples. You'll learn how to visually map your existing customer experience, based on user research, and demonstrate how and where customer perspectives intersect with business goals. Using alignment diagrams, you'll not only be able to orchestrate business-customer touchpoints, but also gain stakeholder support for a product or service that provides value to both your business and your customers. This book is ideal for product managers, marketers, customer experience professionals, and designers.
Download or read book Services Marketing and Management written by Balaji B. and published by S. Chand Publishing. This book was released on 2002 with total page 452 pages. Available in PDF, EPUB and Kindle. Book excerpt: Concept Of Service | Service Characterristics | Service Expectations | The Service Product | Service Location | Pricing For Services | Promotion Services | The Service Process| Physical Evidence | People And Services | Internal Versus External Marketing |
Download or read book Service And Operations Management written by Cengiz Haksever and published by World Scientific Publishing Company. This book was released on 2017-12-26 with total page 691 pages. Available in PDF, EPUB and Kindle. Book excerpt: The purpose of this book is to provide cutting-edge information on service management such as the role services play in an economy, service strategy, ethical issues in services and service supply chains. It also covers basic topics of operations management including linear and goal programming, project management, inventory management and forecasting.This book takes a multidisciplinary approach to services and operational management challenges; it draws upon the theory and practice in many fields of study such as economics, management science, statistics, psychology, sociology, ethics and technology, to name a few. It contains chapters most textbooks do not include, such as ethics, management of public and non-profit service organizations, productivity and measurement of performance, routing and scheduling of service vehicles.An Instructor's Solutions Manual is available upon request for all instructors who adopt this book as a course text. Please send your request to [email protected].
Download or read book Delivering Quality Service written by Valarie A. Zeithaml and published by Simon and Schuster. This book was released on 2010-05-11 with total page 185 pages. Available in PDF, EPUB and Kindle. Book excerpt: Excellence in customer service is the hallmark of success in service industries and among manufacturers of products that require reliable service. But what exactly is excellent service? It is the ability to deliver what you promise, say the authors, but first you must determine what you can promise. Building on seven years of research on service quality, they construct a model that, by balancing a customer's perceptions of the value of a particular service with the customer's need for that service, provides brilliant theoretical insight into customer expectations and service delivery. For example, Florida Power & Light has developed a sophisticated, computer-based lightening tracking system to anticipate where weather-related service interruptions might occur and strategically position crews at these locations to quicken recovery response time. Offering a service that customers expect to be available at all times and that they will miss only when the lights go out, FPL focuses its energies on matching customer perceptions with potential need. Deluxe Corporation, America's highly successful check printer, regularly exceeds its customers' expectations by shipping nearly 95% of all orders by the day after the orders were received. Deluxe even put U.S. Postal Service stations inside its plants to speed up delivery time. Customer expectations change over time. To anticipate these changes, Metropolitan Life Insurance Company regularly monitors the expectations and perceptions of their customers, using focus group interviews and the authors' 22-item generic SERVQUAL questionnaire, which is customized by adding questions covering specific aspects of service they wish to track. The authors' groundbreaking model, which tracks the five attributes of quality service -- reliability, empathy, assurance, responsiveness, and tangibles -- goes right to the heart of the tendency to overpromise. By comparing customer perceptions with expectations, the model provides marketing managers with a two-part measure of perceived quality that, for the first time, enables them to segment a market into groups with different service expectations.
Download or read book Living with Complexity written by Donald A. Norman and published by MIT Press. This book was released on 2010-10-29 with total page 309 pages. Available in PDF, EPUB and Kindle. Book excerpt: Why we don't really want simplicity, and how we can learn to live with complexity. If only today's technology were simpler! It's the universal lament, but it's wrong. In this provocative and informative book, Don Norman writes that the complexity of our technology must mirror the complexity and richness of our lives. It's not complexity that's the problem, it's bad design. Bad design complicates things unnecessarily and confuses us. Good design can tame complexity. Norman gives us a crash course in the virtues of complexity. Designers have to produce things that tame complexity. But we too have to do our part: we have to take the time to learn the structure and practice the skills. This is how we mastered reading and writing, driving a car, and playing sports, and this is how we can master our complex tools. Complexity is good. Simplicity is misleading. The good life is complex, rich, and rewarding—but only if it is understandable, sensible, and meaningful.
