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Designing Service Processes to Unlock Value by Joy M. Field

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Index

A

After-sales support services, 77

Assemble-to-order process, 32, 39, 40

Automatic teller machines (ATMs), 3–5, 24, 103

B

Back office support, 17

Balanced scorecard approach, 68–70

Barren organizational context, 87

Building blocks, 81

Business intelligence (BI) platforms, 116

Business-to-customer (B2C) services, 44

C

Call center management software, 15

Capabilities, unlocking

capability synergies

self-reinforcing cycle, 116

service inventory, 115

service product innovation, 114

service supply chain, 117

customer capabilities, 105

firm, within the, 104

service provider capabilities

customer-driven service innovation, 111

service inventory revisited, 109–111

Capability synergies, 114–117

Capability-building, 53

Co-producers, customers and ...

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