Service Design and Delivery

Mairi Macintyre, Glenn Parry, Jannis Angelis (Herausgeber)

Buch | Softcover

170 Seiten

2013
Springer-Verlag New York Inc.
978-1-4614-2856-5 (ISBN)

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Service Design and Delivery provides a comprehensive overview of the increasingly important role played by the service industry. Focusing on the development of different processes employed by service organizations, the book emphasizes management of service in relation to products. It not only explores the complexity of this relationship, but also introduces strategies used in the design and management of service across various sectors, highlighting where tools, techniques and processes applicable to one sector may prove useful in another. The implementation methods introduced in the book also illustrate how and why companies can transform themselves into service organizations.

While the book is primarily intended as a text for advanced-level courses in service design and delivery, it also contains theoretical and practical knowledge beneficial to both practitioners in the service sector and those in manufacturing contemplating moving towards service delivery.

Understanding Services and the Customer Response.- Goods, Products and Services.- The IBM Story.- Rethinking Lean Service.- Transformations Path of the ICI Explosive Business.- Shifting from Production to Service to Experience-based Operations.- Complex Deployed Responsive Service.- A Multi-organisational Approach to Service Delivery.- Through Life Costing.- The Practitioner View.- Are You Being Served?

Reihe/Serie	Service Science: Research and Innovations in the Service Economy
Zusatzinfo	XXII, 170 p.
Verlagsort	New York, NY
Sprache	englisch
Maße	155 x 235 mm
Themenwelt	Informatik ► Software Entwicklung ► User Interfaces (HCI)
	Mathematik / Informatik ► Mathematik ► Finanz- / Wirtschaftsmathematik
	Wirtschaft ► Betriebswirtschaft / Management ► Unternehmensführung / Management
Schlagworte	Information Supply chain • Knowledge Economy • product service systems • Service Delivery • Service Design • Service economy • Service Engineering • service implementation • service innovation • Service Networks • Service-oriented information systems • service requirements • service science • servitization • Smart Services • SSME • value co-creation
ISBN-10	1-4614-2856-4 / 1461428564
ISBN-13	978-1-4614-2856-5 / 9781461428565
Zustand	Neuware