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Designing a Service Dream: Excellence
from Merging Public and Private Service
In this chapter we present two case studies: one each from the private and
public sectors. We have based these case studies on our respective experiences
in these types of organizations. We have combined details from several orga-
nizations into each case study description. We see merit in blending together
attributes of each organization for the purposes of analysis and discussion.
The details are from real, living organizations that exist and thrive. We detail
key features of each type of organization and discuss the benets for design-
ing service-driven organ ...