CHAPTER 5: SERVICE CONSTELLATION: CAPABILITIES AND RESOURCES

Service now within sensor range, Captain.

Covered in this chapter

Understanding transactions

Extracting data from transactions

Translating the customer journey into a service blueprint

Establishing needed resources and capabilities

Risk management

Establishing good communications

 

5.1 Transactions, communications, resources and agreements

It should come as no surprise that stakeholders will talk between themselves. Stakeholders can and will affect (and in turn are affected by) the achievements of organisational units. They affect the outcome by communicating, making choices, taking actions, etc. Some of these actions lead to specific transactions (think ‘requirements’) ...

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